Director of Client Service

November 14

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PCS Retirement

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Finance • B2B

PCS Retirement is a leading provider of modern, simplified retirement plan solutions, serving a broad range of clients including individual savers, employers, third-party administrators (TPAs), financial advisors, and institutions. The company is among the fastest growing retirement plan providers in the nation, offering a conflict-free experience with customizable and flexible solutions. PCS Retirement focuses on elevating retirement plan businesses and providing seamless support with 360 payroll integration and 24/7 service.

201 - 500 employees

💸 Finance

🤝 B2B

📋 Description

• Establish and grow relationships with key clients, advisors, TPAs, and industry partners. • Coach and mentor a team of client service employees to deliver excellent customer service. • Monitor service standards and ensure timely responses and resolution of client issues. • Conduct regular case reviews and one-on-one coaching sessions with team members. • Coordinate training efforts and maintain updated knowledgebase and processes. • Support recruitment, development, and retention of service team members. • Collaborate with Sales and Implementation leaders to align strategies and drive growth. • Conduct quarterly business reviews and synchronize strategic direction with internal partners. • Foster a culture of accountability, growth, and engagement within the team. • Ensure consistent communication and coordination with internal teams and clients. • Monitor SLAs and proactively address deficiencies with channel partners. • Facilitate onboarding of new channel, advisory firms, and BPO relationships. • Implement client feedback mechanisms to improve service delivery. • Present updates on plan health and at-risk relationships to senior leadership. • Ensure all cases are documented with sufficient detail for continuity. • Promote cross-functional collaboration and process streamlining. • Demonstrate company core values and customer service standards.

🎯 Requirements

• Ability to structure and solve problems using a fact-driven analytical approach. • Strong oral and written communication skills. • Excellent listening skills and ability to ask probing questions. • Experience leading a group of individuals and fostering team engagement. • Ability to create and enhance case management and processes. • Strong presence through collaboration and influencing. • High cross-cultural awareness and ability to lead diverse teams. • BS in related field required; MBA preferred. • Minimum of 10 years of operational experience in financial services, preferably in retirement industry.

🏖️ Benefits

• 401(k) match • medical • dental • vision • life insurance • short and long term disability • paid-time off