Great-West Financial Empower Retirement

Sr Client Service Manager - Large/Mega/NFP 401(k)

US-KS-Overland Park | US-MA-Andover
3 weeks ago(12/28/2017 5:56 PM)
Job ID
# Positions
Account Operations

Position Highlights

Be Bold Be Brilliant


Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.


Our over 5,000 associates across 40 locations across the country provide world class service to:


30,000+ employer sponsored retirement plans

8 million+ employees participating in their employer-sponsored retirement plan

467,700+ individual life insurance and annuity accounts

$460 billion+ total assets under administration



Empower Retirement is currently seeking an experienced Sr Client Service Manager (CSM) with overall responsibility for supporting a team through leadership, mentoring, and expertise to provide service and support to some of our largest and most complex 401(k) clients. The CSM also researches and resolves complex, escalated issues and complaints.

What’s in it for you? We believe that providing our associates with the means to lead healthy balanced lives results in the best possible work performance. As an employee you will be eligible to participate in the following benefits:

  • Medical, Dental, Vision and Life Insurance
  • Paid Volunteer Time
  • Paid Annual Leave
  • Tuition Reimbursement
  • 401(k) with company match

Primary Responsibilities

  • Provides leadership to all members of a team responsible for servicing clients needs within the largest and most complex block of business. Directs and is accountable for the delivery of proactive and consultative service to clients ensuring the highest levels of customer service and satisfaction.
  • Resolves escalated issues and complaints.
  • Recommends and implements new policies and procedures, workflow approaches, and system enhancements.
  • Assists in developing business and staffing plans and is ultimately responsible for the success of all departmental projects.
  • Researches and resolves the most complex and sensitive problems and service issues. Ensures issues are resolved in a manner that meets company and regulatory guidelines. Communicates with clients regarding the status of the issues as required.
  • Monitors operational processes for compliance.
  • Participates in conference calls or meetings with high level clients.
  • Works with a wide audience, including management and frontline associates. Cross-functional collaboration with legal, compliance, systems, distributions/loans, technical support
  • May be involved with budgetary responsibilities.


  • Bachelors degree or equivalent work experience
  • Five years of experience in retirement services industry.
  • Leadership experience
  • Knowledge of Microsoft Office Suite
  • Demonstrated knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans
  • Excellent presentation, written and verbal communication skills
  • Able to multi-task, prioritize, and problem solve effectively

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.

About Great-West Financial

At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.


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