Client Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and prioritize a collective team queue, ensuring all client inquiries and issues are handled correctly and within specified timeframes.

• Manage a diverse array of requests from plan sponsors, advisors, and TPAs, ranging from basic to complex, including changes at the plan level and reconciliations.

• Assume complete responsibility for each case from intake to resolution, guaranteeing that all activities, updates, and problems are addressed accurately and punctually, while proactively identifying and escalating risks or gaps.

• Provide exceptional service through responsive, clear, and solution-focused communication.

• Collaborate with internal teams to effectively resolve issues and ensure a seamless client experience.

• Participate in a structured phone schedule, managing inbound and outbound calls to support client requirements and team service standards.

• Review client data for precision and uphold strict confidentiality and PII security protocols.

• Exhibit efficiency and adaptability in managing detailed processes within a dynamic, high-volume environment with changing priorities.

• Assist with team coverage needs, including support during peak periods and cross-functional tasks as necessary.

• Engage in team meetings, training sessions, and ongoing professional development opportunities.

• Maintain a professional demeanor and collaborate effectively with colleagues and leadership.

• Carry out additional duties as assigned.

⛳️ Requirements

• 3-5 years of experience in client service and/or relationship management is required, ideally within the retirement sector.

• A Bachelor’s degree is preferred but not mandatory.

• ASPPA certifications are preferred but not essential.

• Familiarity with 401(k) plans and/or 403(b), 457 plans, along with a fundamental understanding of the full range of PCS Retirement products and services.

• A grasp of financial industry operations, mutual fund classifications, trading, and general banking practices.

• Proven experience in coordinating and conducting client meetings, both in-person and virtually.

• High level of accountability and ownership for assigned cases.

• Strong organizational and time management skills to prioritize tasks and ensure responsibilities and projects are completed by deadlines.

• Analytical and problem-solving abilities to research and address general issues.

• Technical proficiency and adaptability in learning and operating within various systems.

• Proficient in the necessary software applications, including Microsoft Office Suite (particularly Word, Excel, PowerPoint, and Outlook; Access is a plus) for document creation, spreadsheet analysis, and business correspondence management.

• Excellent communication skills and a professional demeanor suitable for interactions with all levels of management, peers, and counterparts at other organizations.

• Ability to work independently and in a team setting while also supporting broader initiatives with guidance from a supervisor.

• Capable of performing well under pressure due to time constraints, workflow fluctuations, and inquiries from associates.

• Learn and comprehend the various legal documents required by different companies to process client requests.

• Quickly acquire and apply new information, skills, and processes, including 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