Senior Client Service Manager

Bank of America

Bank of America

Customer Service
pennington, nj, usa · Jacksonville, FL, USA · United States · Remote
Posted on Wednesday, June 19, 2024

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for managing the overall relationship with Institutional Retirement clients by implementing and administering retirement plans and changes. Key responsibilities include serving as a strategic leader and overseeing the satisfaction, retention, and profitability of products to ultimately deliver exceptional client service and drive client retention. Job expectations include assisting Plan Sponsors with inquiries related to individual participant issues, helping with system setup, and leading event management activities. Responsible for the day-to-day management of Equity AwardChoice and ESPP clients (Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between Workplace Benefits and other business partners to ensure that high quality and comprehensive client service is provided to Workplace Benefits’ clients.


  • Formulates Client Centric Business Plans, including retention strategies, with recurring client touchpoints and routines to drive plan feature optimization and client retention
  • Executes on Line of Business strategy by staying up to date on market conditions, handling escalated calls, resolving complex client issues, and analyzing data to address risk issues and trends
  • Partners with the Retirement & Personal Wealth Solutions (RPWS) team and other business stakeholders to ensure that high quality and comprehensive corporate client service is provided to RPWS clients
  • Acts as a liaison between the client and business to help manage the corporate client relationships and provide support
  • Works closely with high profile Financial Advisors and Client Relationship Managers to provide support
  • Creates and strives to maintain a high level of client satisfaction which is measured by both internal and third party benchmarks
  • Coordinates and delivers quarterly Service and Product Reviews with the team for improvement and plan enhancement
  • Train plan sponsors on how to use the Award Choice and ESPP platform to support their participants and drive financial wellness.
  • Stay abreast of new product developments and industry trends.
  • Provide assistance to plan sponsors in the planning of their annual events.
  • Manage and lead corporate events such as events; mergers, acquisitions, new product rollout and plan changes.
  • Liaison between plan sponsor and internal business partners.
  • Establishing client relationships, hosting client calls, inquiry response/research, account maintenance and analyzing questions, requests, and problems.
  • Demonstrated ability to take ownership of client and internal issues and see them through to resolution with minimal supervision.
  • Provide client-specific information to our RBCC (Retirement Benefits Contact Center) agents to ensure satisfactory participant servicing.
  • Participate in in-person client and prospect meetings
  • Responsible for providing work direction, guidance, and expertise to less experienced associates and may provide training to associates on new and complex initiatives.
  • Support team by assisting in the completion of special projects as required


  • Client Management, Customer and Client Focus
  • Customer Service, Account, Stakeholder, and Management
  • Relationship Building and Business Acumen
  • Excellent communicator (both orally and written)
  • Well organized and client focused
  • Must have a minimum of 5 years related experience
  • Exceptional follow-up and follow through skills
  • Ability to adapt their style to that of the client
  • Ability to handle multiple large and complex corporate relationships
  • Aptitude to learn a complex system platform
  • Ability to interact effectively with Senior HR and Finance executives
  • Superior project management skills

Required Skills:

  • Collaboration – can partner and establish relationships
  • Displays confidence
  • Ability to hold oneself accountable
  • Deep understanding of: Systems functions, Recordkeeping system, ERISA/plan operations/compliance requirement
  • Ability to manage complex projects and work with a cross-functional team
  • Ability to influence decisions

Desired Skills:

  • C.E.P. Certification, experience in the Equity Award space

Minimum Education Requirement: Null


1st shift (United States of America)

Hours Per Week: