Individual Account Manager

Company Overview

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports 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.  

To learn more, visit https://www.pcsretirement.com/

Job Summary

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

Job 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 and effectively and mobilizing internal teams necessary to solve escalated issues 
• Coordinates efforts with Sales team to ensure broad coverage and regular contact with distribution partners in assigned territory 
• Acts as liaison between Service, Sales, Operations teams to facilitate smooth onboarding of new clients 
• Reviews client data periodically for accuracy and adheres to the strictest standards of oversight, ensuring all PII is kept confidential and secure 
• Assists Management in identifying procedures and policies that are outdated or ineffective and suggests 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 with various functions when volume is high and/or staffing levels are low 
• Conducts themselves professionally and partners with upper Management accordingly 
• Performs other duties and responsibilities as assigned

• 3-5 years of client relationship management experience required, preferably in the retirement industry 
• Bachelors’ degree is preferred but not required 
• Knowledge of Non-ERISA plans (IRAs, and/or 403b, 457) 
• An understanding of financial industry operations, mutual fund classification, trading, commissions, and general banking practices 
• Experienced in coordinating and running client meetings  
• High level of accountability and ownership of assigned relationships 
• 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 Salesforce and Microsoft Office applications (specifically, Word, Excel, PowerPoint and Outlook) necessary for creating documents, creating and 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, perform accurate data entry, 10 keys by touch, and type at least 30 words per minute 

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.

Compensation Information

The average salary for this position is expected to be between $65,000 and $85,000/year however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. We do not anticipate candidates to be paid at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include: 401(k) match, medical, dental, vision, life insurance, short and long term disability, paid-time off, etc. For more information, please visit pcsretirement.com/careers

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, religion, sex, sexual orientation, gender identity, or national origin. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 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.