Director of Client Service
PCS Retirement
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $108,000 - $140,000 per year
Job Level
Lead
About the role
- Establish and grow relationships with key clients, advisors, TPAs, and industry partners.
- Coach and mentor a team of client service employees to deliver excellent customer service.
- Monitor service standards and ensure timely responses and resolution of client issues.
- Conduct regular case reviews and one-on-one coaching sessions with team members.
- Coordinate training efforts and maintain updated knowledgebase and processes.
- Support recruitment, development, and retention of service team members.
- Collaborate with Sales and Implementation leaders to align strategies and drive growth.
- Conduct quarterly business reviews and synchronize strategic direction with internal partners.
- Foster a culture of accountability, growth, and engagement within the team.
- Ensure consistent communication and coordination with internal teams and clients.
- Monitor SLAs and proactively address deficiencies with channel partners.
- Facilitate onboarding of new channel, advisory firms, and BPO relationships.
- Implement client feedback mechanisms to improve service delivery.
- Present updates on plan health and at-risk relationships to senior leadership.
- Ensure all cases are documented with sufficient detail for continuity.
- Promote cross-functional collaboration and process streamlining.
- Demonstrate company core values and customer service standards.
Requirements
- Ability to structure and solve problems using a fact-driven analytical approach.
- Strong oral and written communication skills.
- Excellent listening skills and ability to ask probing questions.
- Experience leading a group of individuals and fostering team engagement.
- Ability to create and enhance case management and processes.
- Strong presence through collaboration and influencing.
- High cross-cultural awareness and ability to lead diverse teams.
- BS in related field required; MBA preferred.
- Minimum of 10 years of operational experience in financial services, preferably in retirement industry.
Benefits
- 401(k) match
- medical
- dental
- vision
- life insurance
- short and long term disability
- paid-time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
case managementanalytical problem solvingcustomer service deliveryprocess enhancementservice standards monitoringclient feedback mechanismsonboarding processesstrategic alignmentSLA monitoring
Soft skills
coachingmentoringcommunicationlisteningteam engagementcollaborationinfluencingcross-cultural awarenessaccountabilitygrowth mindset
Certifications
BS in related fieldMBA