The purpose of the Plan Account Manager is to manage the relationship between BCG and its clients (brokers, plan sponsors, participants, mutual fund contacts, trustees) via phone, email and/or face-to-face. Type of plans to be managed by an employee in this position would consist of, but is not limited to, the following: 401(k), 403(b), 457(b), Profit Sharing Only, Money Purchase & Safe Harbor. Case Load: 150-275 active plans (small-mid size plans). Managing and delegating work is a primary impact of this position. The position involves assigning and/or delegating work to supporting departments to facilitate the resolution of issues. 

The Plan Account Manager position is the face of BCG to the outside world and directly impacts the level of service our company provides. This position is responsible for account management services resulting in contributions to enhanced service delivery, plan retention and new plan and advisor acquisition with the intent to shift client and advisor perception of BCG from service provider to value-add partner. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Point of call contact for brokers, plan sponsors, trustees, participants, mutual fund contacts BCG CMS Call Center utilization and management
• FEITH Electronic In-bin (Work to Do)
• Timely, accurate and effective problem resolution for plan related issues
• Handling of special projects, tasks and requests as needed
• Annual plan reviews and proactive client call campaigns
• High levels of communication; follow ups and follow through to completion to both client, broker and participants
• Report to Director of Client Relations any call of an escalated manner in which a resolution cannot be reached
• Acts as primary point-of-contact for Clients
• Responsible for all client communications, conflict resolution, and compliance on client deliverables
• Reviews all major deliverables to ensure quality standards and client expectations are met
• Works closely with the BCG operations teams in order to maintain a continuous knowledge of account status in order to identify potential issues
• Ensures that all processes and procedures are completed and quality standards are met
• Aware and in pursuit of opportunities for account growth and new business, involving the Director of Client Relations
• Communicates the client's needs and represents the client's interests to the operations team
• Understanding of BCG capabilities and service, and effectively communicates all to the client
• Act as primary point of coaching for participant service representatives mentoring and assisting in the training of new Participant Service Representatives

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent
• Must have some experience with Defined Contribution Plans
• 1-3 years or more experience in retirement plans and a general working knowledge of compliance testing & Form 5500 tax filing
• Excellent responsiveness to client inquiries
• Excellent oral and written communication skills
• Excellent organizational and analytical skills
• Problem resolution skills within a short time frame
• Ability to delegate and maintain work loads
• Ability to work within a team environment PAM/Participants Service/Plan Admin relationship
• Plan and/or participant service, call center and customer service background Excellent verbal and written communication skills
• ASPPA (or other Pension Affiliated Association) credentials: QKA, QPA, etc. preferred, but not required

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