Individual Account Manager

About the Company

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. The company’s comprehensive retirement solutions platform includes business development tools for financial advisors, data-driven recordkeeping technology supporting all types of retirement plans (401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified), individual retirement accounts (including payroll deduction IRAs), and health savings accounts.

At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork, we foster growth—both personally and professionally—ensuring that together we exceed expectations and achieve remarkable success.

About the Role

As a member of the PCS Retirement service team, the Individual Account Manager is responsible for managing an assigned group of distribution relationships. Serving as a liaison between the company, advisors, TPAs, or their affiliates, this role ensures the highest quality of client satisfaction while developing relationships to help the company reach defined client satisfaction and retention goals. The Individual Account Manager provides proactive communication to both internal and external clients, day-to-day account support, and issue escalation and resolution.

Responsibilities

• Serves as the primary point of contact in addressing an array of requests—from basic to complex—from advisors, TPAs, and plan sponsors.
• Provides a high level of customer service, builds relationships to ensure retention, and facilitates organic growth.
• Facilitates regularly scheduled calls with distribution partners to discuss outstanding items and provide updates on company initiatives.
• Takes ownership and applies critical thinking and problem-solving skills to resolve client-related issues efficiently, mobilizing internal teams as needed for escalated issues.
• Coordinates efforts with the Sales team to ensure broad coverage and regular contact with distribution partners in the assigned territory.
• Acts as a liaison between Service, Sales, and Operations teams to facilitate smooth onboarding of new clients.
• Reviews client data periodically for accuracy and adheres to strict standards of oversight, ensuring all personally identifiable information (PII) is kept confidential and secure.
• Assists Management in identifying outdated or ineffective procedures and policies, suggesting opportunities for improvement.
• Demonstrates efficiency and flexibility in resolving escalations in a fast-paced work environment with frequent interruptions and changing priorities.
• Assists other areas of the organization during high-volume periods or when staffing levels are low.
• Conducts themselves professionally and partners with upper Management accordingly.
• Performs other duties and responsibilities as assigned.

Requirements

• 3-5 years of client relationship management experience, preferably in the retirement industry.
• Bachelor’s degree preferred but not required.
• Knowledge of Non-ERISA plans (IRAs, 403(b), 457).
• Understanding of financial industry operations, mutual fund classification, trading, commissions, and general banking practices.
• Experience coordinating and running client meetings.
• High level of accountability and ownership of assigned relationships.
• Strong organizational and time management skills to prioritize workflow and meet deadlines.
• Reasoning and problem-solving skills to research and resolve general problems.
• Technical proficiency and adaptability to learning and working in multiple systems.
• Proficiency in Salesforce and Microsoft Office applications (Word, Excel, PowerPoint, Outlook) for creating documents, spreadsheets, and managing business correspondence.
• Strong communication skills and professional demeanor to interact with all levels of management, associates, and external counterparts.
• Ability to work independently and in a team environment, supporting broader initiatives with guidance from a Supervisor.
• Ability to work well under stress created by deadlines, workflow volume changes, and telephone/associate inquiries.
• Ability to learn and understand legal documents required to process client requests.
• Ability to learn and apply new information, skills, and processes quickly, including regulations, back-office systems, and plan document materials.
• Ability to read and interpret financial statements, perform accurate data entry, type at least 30 words per minute, and use 10-key by touch.

Remote Work Information

For this virtual remote position, an uninterrupted workspace is required, with family care arranged during business hours. The internet speed requirement is 50 MBps or better for individual use. If multiple people share the same connection, a stronger speed may be necessary. Candidates should verify their internet speed with their service provider before applying.

Pay

The average salary for this position is expected to be between $65,000 and $85,000 per year. Base pay may vary depending on market location, job-related knowledge, skills, and experience. While the company does not anticipate paying at the top of the range, exceptions may occur on a case-by-case basis.

Benefits

• 401(k) match
• Medical, dental, and vision insurance
• Life insurance
• Short- and long-term disability
• Paid time off

For more information, visit pcsretirement.com/careers.