Client Relations Specialist II

Client Relations Specialist II

The Client Relations Specialist II provides advanced service and educational support to retirement plan participants and sponsors, handling complex service issues, driving process improvements, and serving as a resource for peer team members. This role contributes directly to client satisfaction, regulatory compliance, and operational excellence. By managing high-impact cases and coordinating with internal teams, the Specialist II ensures that each client experience reflects HIS Envoys Group's commitment to stewardship, service, and integrity.

Key Responsibilities

• Advanced Case Resolution: Resolve escalated or complex service issues independently, ensuring timely, accurate, and compliant outcomes.
• Sponsor Support: Support high-touch interactions with plan sponsors, assisting with advanced reporting needs, plan changes, and specialized account inquiries.
• Compliance Interpretation: Interpret and apply ERISA, IRS, and DOL regulations to participant and sponsor cases; act as a resource to junior team members on compliance-related questions.
• Peer Mentoring: Train and mentor Client Relations Specialist I staff by modeling service standards, guiding onboarding, and supporting their development.
• Process Leadership: Identify and lead process improvements that enhance client experience, operational efficiency, or documentation accuracy.
• Cross-Functional Coordination: Coordinate workflows across departments (Advisory, Compliance, Operations) to ensure seamless and consistent service delivery.
• Partner Liaison: Liaise with internal and external partners, including recordkeepers and payroll providers, to resolve technical or procedural service issues.
• Custom Reporting: Review and deliver custom reports and ensure data accuracy for plan sponsors with complex plan structures or higher service needs while identifying service trends and suggesting improvements
• Salesforce Stewardship: Maintain and enhance CRM records within Salesforce, ensuring completeness, accuracy, and continuous improvement of workflow templates.
• Team Contribution: Participate in departmental projects, audits, and initiatives as assigned by management.
• Client Education and Outreach: Engage proactively with clients to provide plan updates, encourage positive saving behaviors, and promote available tools and resources.
• Other duties as assigned

Key Metrics for Impact (KMIs)

• Accuracy and resolution rate of escalated participant and sponsor cases
• Sponsor satisfaction ratings and retention metrics
• Quality and completeness of Salesforce documentation for complex interactions
• Peer feedback and impact on onboarding/training outcomes
• Participation in workflow improvement initiatives
• Cross-functional collaboration success (feedback from Advisory, Compliance, etc.)
• Interdepartmental resolution turnaround time and communication quality

Required Qualifications

• High school diploma or GED required; college coursework or degree preferred
• 2–5 years of experience in financial services, retirement plan administration, or client service
• Demonstrated ability to independently resolve complex service issues and interpret plan rules
• Strong knowledge of 401(k), 403(b), and ERISA regulations
• Proficiency with Microsoft Office Suite and Salesforce (or similar CRM)
• ASPPA certifications preferred; progress toward financial licensure (e.g., Series 65) a plus
• Proven ability to mentor peers and manage multiple priorities in a fast-paced environment

Behavioral Competencies

• Demonstrates strong values alignment with our firm mission statement; "To create Kingdom impact by championing Biblical financial stewardship." HIS Envoys Group is a stewardship company and adheres to the Biblical principle that it all belongs to God, and because it is all His, we are stewards of resources that we do not own but have been entrusted to us to manage. We help Christ Followers better align their God-entrusted resources with their Biblical values.
• Demonstrates professionalism and emotional intelligence in client and colleague interactions
• Exhibits an ownership mindset with strong follow-through and accountability
• Applies problem-solving and analytical thinking to resolve challenges and advance team goals
• Collaborates effectively across teams and departments
• Maintains high attention to detail and ensures data accuracy
• Aligns behavior with the mission, values, and service standards of HIS Envoys Group
• Provides peer mentorship with humility, clarity, and service-driven intent
• Anticipates client needs and proactively seeks service improvements

Work Environment & Physical Requirements

This is a fully in-person role based in either the Colorado Springs, CO or Oakbrook Terrace, IL office. Requires regular computer-based work and the ability to sit or stand for extended periods. Minimal travel is anticipated.

Compensation Pay Rate

$25-$29/hour

Disclosed in accordance with state law.

Career Progression

This role may provide opportunities to advance to Client Relations Manager after demonstrating exceptional performance and gaining experience and dependent on organizational needs.

Benefits Overview

• Medical Insurance: Multiple plan options, including traditional copay and HSA-compatible plans
• Dental and Vision Insurance: Voluntary coverage with national provider networks
• Life and Disability Insurance: Employer-provided life insurance, short-term disability (STD), and long-term disability (LTD) coverage
• Monthly Benefit Allowance: A set monthly allowance is provided to apply toward employer-sponsored benefits or private plans of your choice
• Retirement Plan: 401(k) with employer contributions and a matching schedule that increases with tenure
• Paid Time Off: Flexible PTO policy that covers vacation, sick, and personal time, plus paid holidays
• Profit Sharing: Eligibility for company profit sharing based on organizational performance
• Professional Development: Reimbursement available for approved certifications, licenses and credentials

Equal Opportunity & Employment Status

HIS Envoys Group is an Equal Opportunity Employer. All employment is at-will and subject to applicable federal, state, and local laws.

Non-Contract Disclaimer

This position description is not intended to create an employment contract, express or implied, and does not alter the at-will nature of employment.