5+ years in retirement services or client relationship management
Experience with 401(k) or employee benefits plans
Strong customer service and relationship management skills
Ability to analyze issues and communicate solutions effectively
Excellent written, verbal, and interpersonal communication skills
Responsibilities
Serve as primary contact for retirement plan sponsors
Build and maintain strong client relationships
Support plan sponsors with administration and compliance inquiries
Research and resolve complex client inquiries
Conduct proactive outreach to discuss plan performance and service enhancements
Provide guidance and mentoring to less experienced associates
Assist leadership with departmental initiatives and projects
Benefits
Opportunity for professional development and mentorship
Collaborative work environment
Support for continuous improvement initiatives
Recognition of military experience and skills
Flexible work arrangements may be available
Full Job Description
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.
