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

The Director, Client Service is a leadership role responsible for managing service operations across a designated function. This role focuses on developing client relationships, driving business growth, ensuring service excellence, and leading a high-performing team. The Director collaborates with internal and external stakeholders to align service delivery with organizational goals and industry standards. 

Job Responsibilities

• 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.

• 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.

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 $108,000 and $140,000/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.