Client Liaison

ABOUT OUR CLIENT:

Our client is one of the nation's largest independent, privately held firms specializing in employee benefits, retirement plans, and all their associated compliance needs. Since 2008, they have grown by acquiring over 60 local and national firms that have been trusted members of their communities for decades. We hold the coveted "Best Places to Work – USA," certification and serve more than 22,000 employer groups and 3.6 million plan participants nationally.

POSITION SUMMARY:

The Client Liaison serves as a key member of the Client Services team, supporting Relationship Managers in delivering exceptional service to retirement plan sponsors, financial advisors, third-party administrators, and business partners.

This role acts as the primary coordinator for day-to-day client service activities, helping ensure requests are addressed accurately, communications are timely, and operational issues are routed to the appropriate subject matter experts. The Client Liaison develops strong working relationships with assigned clients while supporting ongoing service, problem resolution, meeting coordination, reporting requests, and administrative activities.

The ideal candidate is highly organized, client-focused, and comfortable managing multiple priorities in a fast-paced retirement services environment. This role provides an excellent opportunity for individuals seeking to build a long-term career in retirement plan administration, client relationship management, or retirement operations.

WHAT YOU WILL DO:

• Support Relationship Managers in servicing an assigned block of retirement plan clients.
• Serve as a day-to-day contact for routine client inquiries and service requests.
• Coordinate communications between clients, advisors, TPAs, internal operations teams, and other business partners.
• Ensure client questions are responded to promptly and escalated appropriately when additional expertise is required.
• Build and maintain positive working relationships with plan sponsors, payroll contacts, financial advisors, and other stakeholders.
• Assist in preparing materials for client meetings, business reviews, and service discussions.
• Monitor and manage incoming service requests through phone, email, CRM, and workflow systems.
• Document client interactions and maintain detailed service records.
• Coordinate internal resources to facilitate resolution of operational and administrative issues.
• Maintain awareness of service-level expectations and assist with meeting departmental performance standards.
• Support implementation of service improvements designed to enhance the client experience.
• Assist with retirement plan administrative processes and workflow activities.
• Support reporting requests, census updates, payroll file inquiries, website support questions, and routine plan maintenance activities.
• Assist with testing, communication, and implementation of operational changes affecting clients.
• Schedule and coordinate client meetings, advisor meetings, and service review calls.
• Assist in developing client-facing communications and educational materials.
• Maintain accurate client records within CRM and servicing platforms.
• Ensure service activities, communications, and escalations are appropriately documented.
• Utilize internal systems, reporting tools, and workflow applications to manage assigned responsibilities.

WHAT YOU NEED:

• Bachelor's degree preferred or equivalent professional experience.
• 2+ years of client service, account coordination, retirement services, financial services, benefits, payroll, or related experience.
• Strong organizational and time management skills.
• Excellent verbal and written communication abilities.
• Ability to prioritize multiple assignments and meet deadlines.
• Strong attention to detail and commitment to quality.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Experience supporting retirement plans, employee benefits, financial services, payroll, banking, insurance, or related operations preferred.
• Experience working with CRM, workflow, recordkeeping, document management, or client service platforms preferred.
• Experience in a high-volume service environment preferred.
• Familiarity with retirement plan terminology and industry practices.

ADDITIONAL INFORMATION:

• Location: Remote
• Limited travel may be required for training, team meetings, or client support activities.
• Compensation: $20.00-25.00/hour