PCS Retirement

Conversion Rate Optimizer

• Coordinate the plan deconversion process for all plans to the requested new recordkeeper.
• Coordinate all activities with Plan Sponsors, Third Party Administrators, Broker/Agents, and internal groups while making discretionary decisions based on type of request (i.e., liquidation, registration, or transfer in kind) and data required/requested.
• Manage Plan Sponsor and Advisor relationships and provide superior customer service.
• Creates positive transition experience for the client through conference call consultation and consistent email updates and progress reports.
• Coordinate with advisors, plan sponsors, prior record keepers and or third-party administrators to determine liquidation date.
• All communications, proactive and reactive, with clients, advisors, new recordkeepers, brokers, TPAs, custodians, etc.
• Requesting and coordinating the gathering of deconversion paperwork, while setting client and financial advisor expectations.
• Deconverting and quality checking a plan with zero errors, transferring retirement plan assets including liquidations, in-kind transfers, re-registrations.
• Preparing and providing final conversion records to new providers.
• Performing all quality checks including trust reconciliation, verifying participant vesting and creating/correcting statement edits.
• Being proactive with regards to client and financial advisor needs; providing status updates and resolving issues that may jeopardize deadlines.
• Researching and resolving any outstanding cash or late posted dividends and residuals.
• In conjunction with Relationship Management team, interfaces with the Plan Sponsor to respond to questions regarding plan conversion issues, systems capabilities, and special processing.

Deconversion Analyst

Client Services Representative

• Manages the day-to-day administration of a portfolio of clients across various product lines and prioritizes their needs
• Serves as the single point of contact in addressing an array of requests from basic to complex, such as plan level changes and reconciliations, from plan sponsors, advisors and TPAs
• Provides a high level of customer service, builds relationships to ensure retention, and facilitates organic growth
• Takes ownership and applies critical thinking and problem-solving skills to resolve client-related issues efficiently and effectively and mobilizing internal teams necessary
• Take full ownership of the end-to-end client experience, managing your case queue and ensuring all transactions, updates, and issues are completed accurately and on time, with proactive identification and escalation of any risks or gaps
• Facilitates regularly scheduled client calls to discuss outstanding items and provide updates on company initiatives
• Reviews client data periodically for accuracy and adheres to the strictest standards of oversight, ensuring all PII is kept confidential and secure
• Demonstrates efficiency and flexibility in overseeing detailed processes in a fast-paced 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
• Participation in unit meetings, ongoing training and self-development
• Conducts themselves professionally and partners with upper Management accordingly
• Participate in call queues as needed
• Performs other duties and responsibilities as assigned

Client Service Manager

Agent

• Review, update, maintain and service accounts by enforcing the documentation of client/plan accounts to meet industry policies and regulations.
• Answers all incoming calls into the operational center regarding client account and compliance questions related to the account/plan type.
• Scrutinizes basic information contained in all types of plan agreements.
• Maintains accurate records/notes to ensure all plan requests are completed within regulated time allotment.
• Provide support and direction regarding required operational processes, polices and timeframes.
• Assists management in identifying procedures and policies that are outdated or ineffective.
• Assists management to improve department productivity through participation in unit meetings, ongoing training and self-development.
• Maintains and files weekly statistical reports for the department.
• Performs general clerical activities, including faxing, copying and filing.
• Assists other areas of the department with various functions when volume is high and/or staffing levels are low.
• Performs other duties and responsibilities as assigned.

Participant Services Agent

General

• Ensure consistent service delivery and operational excellence across PCS’s largest accounts.
• Manage onboarding and technology initiatives.
• Develop reporting frameworks to measure success.
• Define and implement a standardized service delivery model across strategic accounts.
• Act as the central liaison between internal teams (Sales, Marketing, Product, Technology, Legal).
• Develop and maintain standardized reporting and scorecards to measure KPIs.

Strategic Accounts Specialist

Vice President

• Own the overall implementation experience and establish onboarding excellence as a strategic differentiator for the organization.
• Lead the Plan Maintenance and Plan Termination/Offboarding functions for the organization.
• Develop and execute best practices, strategic goals, performance metrics, and operational plans for all new business implementations and ongoing plan administration activities.
• Oversee the successful onboarding and conversion of new retirement plans, ensuring projects are completed on schedule, within scope, and with minimal disruption to clients and participants.
• Direct plan offboarding and termination activities, including asset transfers, regulatory requirements, vendor coordination, and client communications.
• Ensure efficient and accurate execution of ongoing plan maintenance requests, including plan amendments, eligibility changes, contribution updates, mergers, acquisitions, and other administrative changes.
• Leverage client feedback, implementation metrics, and market insights to continuously enhance the onboarding experience and improve competitive positioning.
• Establish and maintain implementation and maintenance service standards that drive exceptional client satisfaction and retention.
• Partner closely with Sales, Relationship Management, Legal, Compliance, Operations, Product, and Technology teams to ensure seamless client transitions and service delivery.
• Collaborate with Product and Technology teams to develop tools and solutions that simplify onboarding and create best-in-class client experience.
• Serve as executive sponsor for complex or high-profile client implementations and conversions.
• Identify opportunities to improve workflows, automate processes, and enhance operational efficiency.
• Monitor implementation and maintenance performance through KPIs, SLAs, and quality metrics.
• Ensure compliance with ERISA, IRS, DOL, SEC, and other applicable regulatory requirements.
• Manage operational risk through strong controls, documented procedures, and quality assurance practices.
• Lead issue resolution and escalation management for client onboarding, maintenance, and offboarding activities.
• Develop staffing strategies, organizational structures, and succession plans to support business growth.
• Recruit, develop, coach, and retain high-performing managers and team members.
• Participate in strategic planning initiatives and contribute to organizational growth and scalability.
• Manage departmental budgets and resource allocation to achieve operational and financial objectives.

Vice President, Implementation & New Business

• 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

Client Service Specialist

Support Engineer

• Translate business needs into detailed technical requirements, process maps, and user stories
• Collaborate with business stakeholders and product owners
• Document business processes, workflows, technical diagrams, and data flows
• Manage and prioritize multiple work scopes simultaneously
• Work closely with cross-functional teams, including developers, product owners, QA, and business stakeholders
• Support the development and QA teams in testing enhancements, bug fixes, and new features
• Ensure data integrity, quality, and consistency across different systems and reports
• Troubleshoot and resolve technical issues in production systems

Technical Analyst

Billing Specialist

• Conducts advanced data analysis, data validation, and reporting
• Ensures integrity of data flowing into the billing systems is accurate and complete
• Identifies, develops, documents, and implements process improvements within existing billing platforms and processes
• Assists in automating billing production files
• Participates in internal/external audit testing
• Runs reports through internal accounting system, Intacct, for analysis on accounts receivable
• Enters/uploads information into the billing system and calculates amounts due
• Prepares invoices, listing services provided and amounts due
• Prepares/processes credit memorandums on invoice to correct line items
• Posts transactions to accounting records such as worksheet, ledger or computer files
• Provides customer service to internal and external customers and may work closely with third party partners.
• Performs ad-hoc analysis and reporting for client specific inquiries

Billing Analyst II

Consultant

• Responsible for completion of annual nondiscrimination testing and completion of the annual form 5500 for 401k, 457, 403(b), and non-ERISA 403(b) retirement plans
• Works with advisors, auditors and plan sponsors to provide consulting on plan issues, contributions and Form 5500 reconciliations
• Performs Nondiscrimination, Top Heavy & Coverage Testing for defined contribution plans
• Calculates retirement plan contributions and allocations, including Safe Harbor allocations, discretionary match and profit sharing
• Calculates corrective actions for failures in annual testing
• Consult and explain the results of the testing and any required corrections
• Preparation of IRS Form 5500-SF, 5500-EZ and assists with preparation of Form 5500 with schedules
• Assist with plan audit support, including reconciliations and preparation of assets and other plan reports
• Assist with accumulating data and reconciling assets for conversion plans
• Exceed internal and compliance deadlines
• Other duties as assigned

Plan Consultant II

Account Executive

• Build and maintain strong relationships with financial advisors, wholesalers, and other key stakeholders in your territory
• Act as a technical resource to educate partners on retirement plan design, compliance testing, and government reporting
• Deliver presentations, webinars, and consultations to support advisor sales efforts and deepen understanding of TPA services
• Collaborate with internal teams to develop and deliver customized retirement plan solutions
• Identify and pursue new business opportunities to drive growth within the assigned territory
• Stay current on industry trends, regulatory changes, and best practices in retirement plan administration