Client Service Manager

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🇺🇸 United States – Remote

💵 $65k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

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PCS Retirement

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🤝 B2B

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.

📋 Description

• Manages the day-to-day administration of a portfolio of clients across various product lines and prioritizes their needs • Serves as the single point of contact in addressing an array of requests from basic to complex, such as plan level changes and reconciliations, from plan sponsors, advisors and TPAs • Provides a high level of customer service, builds relationships to ensure retention, and facilitates organic growth • Takes ownership and applies critical thinking and problem-solving skills to resolve client-related issues efficiently and effectively and mobilizing internal teams necessary • Take full ownership of the end-to-end client experience, managing your case queue and ensuring all transactions, updates, and issues are completed accurately and on time, with proactive identification and escalation of any risks or gaps • Facilitates regularly scheduled client calls to discuss outstanding items and provide updates on company initiatives • Reviews client data periodically for accuracy and adheres to the strictest standards of oversight, ensuring all PII is kept confidential and secure • Demonstrates efficiency and flexibility in overseeing detailed processes in a fast-paced environment with frequent interruptions and changing priorities • Assists other areas of the organization with various functions when volume is high and/or staffing levels are low • Participation in unit meetings, ongoing training and self-development • Conducts themselves professionally and partners with upper Management accordingly • Participate in call queues as needed • Performs other duties and responsibilities as assigned

🎯 Requirements

• 5-7 years of client service and/or relationship management experience required, preferably in the retirement industry • Bachelors’ degree is preferred but not required • QPA, QKA/QKS preferred but not required • Knowledge of 401k plans and/or 403b, 457 plans, as well as a basic understanding of the full suite of PCS Retirement products and services • An understanding of financial industry operations, mutual fund classification, trading and general banking practices • Experienced in coordinating and running client meetings in person and virtually • High level of accountability and ownership of assigned book of clients • Strong organizational and time management skills to prioritize workflow and ensure duties and projects are completed by deadlines • Reasoning and problem-solving skills to research and resolve general problems • Technical proficiency and highly adaptive to learning and working in multiple systems. • Proficiency in using required software applications, including Microsoft Office applications (specifically, Word, Excel, PowerPoint and Outlook - Access is beneficial) necessary for creating documents, analyzing spreadsheets, and managing business correspondence • Communication skills and professional demeanor to interact with all levels of management, other associates and counterparts at other firms • Work independently and in a team environment as well as support broader initiatives with guidance from a Supervisor • Work well under stress created by time deadlines, workflow volume changes and telephone/associate inquiries • Learn and understand the various legal documents required by various companies in order to process client requests • Learn and apply new information, skills, and processes quickly including the various regulations, back-office systems and plan document materials • Read and interpret financial statements

🏖️ Benefits

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