Client Administrator - Correspondence - (KS20344)

Client Administrator


The Client Administrator (CA) works with Client Relations, Product Operations, Legal and Compliance to include researching, tracking, resolving and responding to litigation, claims, legal issues, difficult-aged client problems, out of balance situations, re-claims and regulatory inquiries. The CA is responsible for providing written correspondence for the FR channel while working with the Client Relations Representative handling the relationship to resolve the issue. The CA has direct contact with clients (internal & external), financial representatives, investment sponsors, successor trustees and other affiliated parties. The primary goal is client satisfaction while providing accurate, quality and timely service.


Essential Duties/Responsibilities:

Works under limited supervision to provide customer service support meeting expectations of the Front Office Customer Intimacy strategy.
Brings escalated work-related issues to the attention of a more senior member of the department immediately upon discovery and recognizes that significant delays or expense may result from errors. Most work is checked prior to finalization.
Communicates company policies and IRS rules and regulations governing retirement plans.
Represents Fiserv ISS through positive, professional relationship building with customers and potential customers. Demonstrates the company principle of customer intimacy through interactions with internal and external customers.
Tracks litigations, claims and legal issues while working with Compliance and the Legal departments to create timelines and locate appropriate documentation to help resolve and respond appropriately.
The CA also researches and resolves aged, difficult, out of balance client situations / problems. This requires independent judgment in accounts including, but not limited to proper trade execution, distribution of funds/assets, transfers of accounts, contributions, tax reporting and record keeping of asset positions.
Acts as a liaison between the Front Office, Product Operations, Legal, Compliance and the customer by providing close communication to ensure timely resolution to customer needs.
Works with external entities to re-claim lost revenue or assets.
Responds to internal and external customer needs when receiving service requests, telephone, facsimile, mail and e-mail within established guidelines. May work with other departments to resolve outstanding issues to include: placing trades, issuing funds and generating service requests.
Stays abreast of changes to IRS regulations and company policies in order to accurately relay information to customers.
Drafts clear, concise and professional letters responding to a variety of issues.
Responsible for resolving suspense account activity that requires additional research.



Job Qualifications

The CA must have a basic knowledge of Fiserv ISS products and procedures, the IRS rules pertaining to retirement plans and a working knowledge of the securities industry. The CA must have a working knowledge of the TRUST Accounting System and know various asset types including Standard Assets (mutual funds, annuities, CDs, limited partnerships, stocks and bonds) and Non-Standard Assets (Trust Deeds, Real Estate and Private Offerings). Ongoing industry training is expected and required.


Education/Experience:

High school diploma or equivalent with two years' client service-related experience, one of which is in the financial industry. One year of Fiserv ISS experience is required.


Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

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For additional information, go to www.FiservISS.com


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