What You'll Do: Responsibilities
What you can expect on a typical Day:As a 401(k)
Client Service Manager IV, you will serve as a primary point of contact for a portfolio of retirement plan clients. You will provide consultative support, resolve complex issues, promote client satisfaction, and help ensure long-term retention through proactive service and partnership.
Client Relationship Management- Serve as the primary point of contact for retirement plan sponsors regarding day-to-day plan administration and recordkeeping matters.
- Build and maintain strong client relationships through proactive communication and ongoing consultation.
- Partner with clients to understand business needs and identify opportunities to support their retirement plan experience.
- Drive client satisfaction, loyalty, and retention through exceptional service delivery.
Retirement Plan Administration- Support plan sponsors with retirement plan administration, plan design changes, and operational inquiries.
- Communicate compliance testing results and discuss available options when corrective action may be needed.
- Assist clients with year-end activities, including minimum distribution requirements, forfeiture reallocations, Form 5500 preparation support, audit package preparation, and reconciliation activities.
- Monitor retirement plans for compliance with applicable regulations and industry requirements.
Issue Resolution & Consultation- Research and resolve complex client inquiries related to payroll, finance, compliance testing, recordkeeping, and retirement plan operations.
- Manage escalated service issues and coordinate resolution across internal teams.
- Communicate status updates and ensure timely follow-up on open issues and projects.
- Act as a subject matter expert for retirement plan products, services, and operational processes.
Business Partnership & Client Retention- Conduct proactive outreach to discuss plan performance, participant education, training opportunities, and service enhancements.
- Collaborate with internal business partners to ensure smooth onboarding and transition experiences for new clients.
- Identify retention opportunities and recommend solutions that support client goals and business growth.
- Participate in client reviews, conference calls, and other client-facing meetings as needed.
Team Leadership & Development- Provide guidance, mentoring, and technical support to less experienced associates.
- Share best practices and serve as a resource for team members.
- Support training initiatives, coaching efforts, and continuous improvement activities.
- Assist leadership with departmental initiatives, projects, and strategic priorities.
TO SUCCEED IN THIS ROLE:- 5+ years of experience in retirement services, client relationship management, account management, or a related financial services environment.
- Experience supporting 401(k), retirement, or employee benefits plans.
- Strong customer service and relationship management skills.
- Ability to analyze issues, identify solutions, and communicate effectively with clients and internal partners.
- Strong written, verbal, presentation, and interpersonal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
A college degree is great but not required. What's more important is having the skills needed to succeed in this role. Other acceptable experiences may include:
- Relevant professional experience as described above; or
- Military experience. We recognize and value the leadership, dedication, integrity, and problem-solving abilities Veterans bring to the workplace.
BONUS POINTS FOR THESE: Preferred Qualifications- Knowledge of retirement plan compliance, testing, regulatory requirements, and industry practices.
- Experience utilizing Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
- Strong presentation and client-facing communication skills.
- Experience leading conference calls, client meetings, or training sessions.
- Proven ability to build lasting client relationships and influence positive outcomes.
- Strong organizational, time management, and problem-solving skills.
- Ability to learn and navigate proprietary systems and technology platforms.
- Experience mentoring, coaching, or supporting team development initiatives.
