Client Services Representative

• Functioning as the primary, daily contact between Wealth Management, Trust, Banking, or Investment clients and U.S. Bank.
• Handle day-to-day client calls and transactions and problem resolution.
• Escalate items beyond specified authority to the assigned Private Wealth Management Advisor or respective specialist.
• Identify potential problems, compliance issues, or fraud to maximize client satisfaction.
• Develop working knowledge of assigned area and accounts through frequent client contact and execution of standard departmental procedures.

Client Services Associate

• To be responsible for the administrative, managerial and client relationships associated with Client Services within the assigned area.
• Ensures contract compliance with company guidelines within an assigned area.
• Handles financials including accounts receivable, invoicing and pricing support within an assigned area.
• Responsible for client knowledge including threatened status and relationship with the company.
• Handles renewal process timely; negotiates new contracts within an assigned area.
• Responsible for business planning and budgeting within an assigned area.
• Plans for staffing needs including succession, bench-strength, and new business within an assigned area.
• Supports client relationships; builds executive relationships; supports internal relationships.
• Supports business development.
• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Travels as required.
• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance reviews.
• Provides support, guidance, leadership and motivation to promote maximum performance.

AVP Client Services – Workforce Absence

• Determine account management strategies related to client service plans
• Responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business
• Provide program management for jumbo clients requiring dedicated staff, multiple offices, and complex service models
• Oversee the work of other local Client Services staff
• Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs
• Conducts pre-renewal visits reviewing client loss experience and general company performance
• Reviews and identifies areas of potential dissatisfaction prior to renewal meetings
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs
• Negotiates changes or improvements to service plan
• Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients
• Resolves all major customer service issues
• Identifies and solicits cross-selling opportunities
• Participates in local insurance community through advanced education and affiliation memberships
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives
• Ensures compliance with all applicable Quality initiatives

Client Service Director

• Determine account management strategies related to client service plans.
• Responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business.
• Provide program management for jumbo clients requiring dedicated staff, multiple offices, and complex service models.
• Oversee the work of other local Client Services staff.
• Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs.
• Conduct pre-renewal visits reviewing client loss experience and general company performance.
• Reviews and identifies areas of potential dissatisfaction prior to renewal meetings.
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plan.
• Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
• Resolves all major customer service issues.
• Identifies and solicits cross-selling opportunities.
• Participates in local insurance community through advanced education and affiliation memberships.
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
• Ensures compliance with all applicable Quality initiatives.

Client Services Director

• To manage accounts of multiple client service programs or single large national program; to maintain client, client broker and key vendor relationships; and to manage program procedures and processes that impact customer satisfaction ensuring consistency in process within the account as well as client retention.
• Performs client renewal and Client Service Instruction preparation for assigned clients.
• Coordinates pricing and completes location coding parameters; prepares and distributes stewardship and other reports.
• Coordinates client invoicing, audits and accounts receivable follow-up for assigned clients.
• Educates the client on loss data - drivers of cost impacting assigned programs.
• Coordinate project activity.
• Acts as primary client contact with focus on maintaining and improving overall customer satisfaction.
• Identifies issues that impact customer satisfaction.
• Identifies and solicits cross selling opportunities.
• Coordinates client contracts.

Client Services Manager

• Advise clients on plan design best practices and compliance strategies.
• Lead the process of designing the client plan to optimize the balance of client objectives, participant needs, and regulatory risks.
• Provide scenario modeling and plan analysis to clients on potential plan design changes, funding options, and other analytical requests.
• Provide consulting on plan failures, ensuring corrective actions align with regulatory requirements.
• Maintain strong relationships with clients, advisors, and third-party vendors to ensure seamless plan administration.
• Serve as the primary contact for escalated or plan-level issues, ensuring timely resolution.
• Conduct regular client/advisor meetings to review plan performance and recommend improvements.
• Lead discussions on regulatory updates, ensuring clients remain compliant and informed.
• Own client contracting, billing, benchmarking, and fee adjustments as needed.
• Consult on plan terminations, mergers & acquisitions, and oversee associates to ensure smooth transitions.

Client Services Manager – Retirement

• Deliver exceptional service and resolve customer issues effectively via phone and email interactions.
• Receive and process client level requests and forms; reviewing for accuracy and quickly resolving issues with participants as they arise.
• Handling and de-escalating challenging industry questions while maintaining professionalism and composure.
• Assist participants with technical issues regarding the website, app or our forms.
• Review and update internal processes based on client feedback.
• Keen attention to detail in managing client information, processing requests, and ensuring accuracy in all interactions.
• Keep up to date with the changing landscape of the industry through scheduled webinars, trainings and team meetings.

Client Support – Wealth & Retirement

• Build and maintain client relationships aimed at client retention
• Manage new client implementation process, coordinate, and direct client activities with other team members
• Maintain client paper files and electronic data files in a timely manner
• Compile quarterly asset values for billing, journals, transfers, invoicing, annuity fees, commission fees and collection consulting fees
• Responsible for the day-to-day administrative duties of the office
• Review activities within the job scope to prevent errors, fraud, and misstatements
• Attend and participate in learning opportunities through client service associate meetings
• Perform other duties as assigned

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