Senior Account & Client Consultant - Retirement Plans

About the role

The Account and Client Management supports a portfolio of defined contribution retirement plans (401(k), 403(b), 457) and serves as the primary point of contact for plan sponsors, financial professionals, and TPAs. This position is a subject matter expert responsible for delivering proactive service and strategic support to ensure client satisfaction, retention, and profitability.

Responsibilities

• Manage caseload of defined contribution plans (including 401(k), 403(b) and 457 plans) ranging from $3 million to over $100 million in assets.
• Build and maintain strong, proactive relationships with retirement plan sponsors, financial professionals, TPAs, and internal teams to ensure client satisfaction, retention, and profitability—while independently providing daily support and aligning services with client expectations.
• Perform research in problematic situations and use analytical skills to resolve.
• Coordinate with the manager to research issues and negotiate problem resolution.
• Follow through on inquiries and initiate correspondence with clients and external parties.
• Maintain working knowledge of 401(k), 403(b), and governmental plan provisions.
• Explore, participate in, and lead organizational and client projects and initiatives; recognize and communicate possible improvements to management.
• Develop and implement strategies to strengthen satisfaction, loyalty, and reliability.
• Demonstrate effective service recovery with minimal escalations.
• Responsible for keeping records, account updates, and outgoing mail to clients.
• Identify at-risk clients and collaborate with RM’s and internal partners to address client needs, develop and maintain action plans, and consult on products, services, and capabilities to successfully arrive at solutions for retaining clients and resolving complex client issues.
• Lead effective/strategic client meetings and provide proactive outreach for important plan and client updates, present and lead virtual meetings as needed.
• Assist with mentoring new account managers.

Requirements

• Bachelor's Degree or equivalent experience in Business, Communication, or related field required.
• 1-3 years Relevant Experience in Retirement Plans and customer service experience required.
• Retailment Plan Fundamental (RPF) Certificate required (can be obtained after entering role).
• QKA designation desired (can be obtained after entering role).
• Proficiency with Microsoft Office applications, retirement plans, and Client Relationship Management (CRM) systems required.
• Excellent virtual meeting and presentation skills required.
• Ability to actively engage with financial professionals, TPAs and plan sponsors.

Qualifications

• Deep knowledge of retirement plan operations.
• Maintain deep knowledge of retirement plan operations, support internal projects, and mentor new team members.

Skills

• Proactive service and strategic support.
• Collaboration across functions.
• Research and analytical skills.
• Effective communication and presentation skills.
• Client relationship management.
• Project management and leadership.

Benefits

See details above.

Pay

See details above.

Schedule

See details above.