Client Service Specialist

Job Summary

As a member of the PCS Retirement service team, the Client Service Specialist position is responsible for supporting clients through a centralized service model. Serving as a liaison between the company, advisor, plan sponsor, TPA or any of their affiliates, this role ensures the highest quality of client satisfaction while contributing to the company’s client satisfaction and retention goals.

Job Responsibilities

• Manage and prioritize a shared team queue, ensuring all client requests and issues are addressed accurately and within established timeframes
• Handle a wide range of plan sponsor, advisor, and TPA requests from basic to complex- including plan-level changes and reconciliations
• Take full ownership of each case from intake through resolution, ensuring all activities, updates, and issues are handled accurately and on time, with proactive identification and escalation of risks or gaps
• Deliver a high level of service through responsive, clear, and solution-oriented communication
• Collaborate with internal teams to resolve issues efficiently and ensure a seamless experience for clients
• Participate in a structured phone schedule, handling inbound and outbound calls to support client needs and team service levels
• Review client data for accuracy and maintain strict adherence to confidentiality and PII security standards
• Demonstrate efficiency and flexibility in overseeing detailed processes within a fast-paced, high-volume environment with shifting priorities
• Support team coverage needs, including assisting during high-volume periods and cross-functional tasks as needed
• Participate in team meetings, training, and ongoing professional development
• Maintain a professional demeanor and collaborate effectively with peers and leadership
• Perform other duties as assigned

Requirements

• 3-5 years of client service and/or relationship management experience in the retirement industry
• Bachelor’s degree is preferred but not required
• ASPPA certifications 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 cases
• 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

• Compensation range: $56,000 - $70,000
• Other rewards and benefits may include: 401(k) match, medical, dental, vision, life insurance, short and long term disability, paid-time off, etc.

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying.

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.