Client Success Manager, Credit Union Division – Operations Department
REPORTS TO:
SVP, Director of Administration
POSITION PURPOSE
The Client Success Manager – Credit Union Division is responsible for developing a positive long-term relationship with both our Credit Union Advisor Team and Clients, acting as their main point of contact at Newcleus. The role will manage all tasks and deliverables through the Newcleus Client life cycle, from coordinating the creation of presentation materials for Prospective Clients through the implementation and post-sale administration, ensuring timely completion through the Newcleus workflow. The Client Success Manager will work to standardize processes and deliverables for our Credit Union Division.
Essential Functions and Responsibilities (including but not limited to)
- Knowledge of Credit Unions, Credit Union Owned Life Insurance (CUOLI), Annuities and Non-Qualified Employee Benefits Plans.
- Standardizing processes and expected deliverable within the Newcleus Credit Union division to ensure consistent servicing for our Advisors and Clients.
- Provide regular communication with our Credit Union Advisor Team, acting as a consultant to determine the set of deliverables that will achieve Client goals and set expectations.
- Work directly with Newcleus support departments to ensure deliverables are on track and Client receives regular updates on progress.
- Track and manage updates for Deal progression in Newcleus’ CRM system.
- Act as a point of contact for Credit Union Clients, becoming a subject matter expert for Client requests related to Life Insurance, Annuities, and Non-Qualified Benefit Plans. This will also include working with other Newcleus departments to determine appropriate answers and solutions to more complex Client needs.
- Provide a Quality Assurance check of all materials completed by Newcleus support departments prior to release to Clients and/or Advisors.
Requirements:
- This position requires an undergraduate degree in finance or business-related field.
- 1- 3 years of Client/Account Management experience.
- 1- 3 years experience in benefit, insurance and annuity solutions for Credit Unions.
- Detail-oriented with strong organizational skills, problem-solving and analytical skills.
- Able to communicate effectively both in written format and oral presentation.
- Interpret financial information and draw valid conclusions.
- Able to maintain organization in a changing environment.
- Able to exhibit initiative, responsibility, flexibility, and leadership.
- Manages difficult Client situations, responds promptly to internal and external Client or Advisor needs, responds to requests for service and assistance and meets commitments.
- Prioritizes and plans work and uses time efficiently.
- Experience with Microsoft Office programs is required regarding MS Excel, MS Outlook, MS Word, and Adobe.
- Must be a team player and willing to participate and interact with other departments.
