The posting
THE ROLE The Senior Group Retirement Client Specialist plays a key role in managing and supporting a portfolio of group retirement clients. This position is responsible for delivering a high level of client service, providing technical guidance, managing complex account requirements, and supporting clients and plan members throughout the lifecycle of their retirement programs. The Senior Client Specialist works closely with clients, plan administrators, plan members, carriers, Account Managers, and internal teams to identify needs, resolve complex issues, support compliance requirements, and deliver effective retirement plan solutions. WHAT YOU’LL DO:
Most importantly, you will lead by example, live our values, and build strong client relationships through exceptional service. Independently manage a portfolio of group retirement clients and serve as a key point of contact for ongoing account needs. Build and maintain strong relationships with clients, plan administrators, and other stakeholders. Meet with clients to review their existing retirement programs, understand their needs, and identify opportunities to improve their overall plan experience. Provide timely and accurate guidance on group retirement products, services, policies, and processes. Manage complex client and plan member inquiries, using sound judgment to develop appropriate solutions. Prepare and coordinate Annual Information Returns (AIRs) and Capital Accumulation Plan (CAP) reviews, ensuring appropriate attention to regulatory and compliance requirements. Develop customized education strategies for clients, plan administrators, and plan members. Coordinate complex service requests and ensure issues are resolved accurately and within required timelines. Maintain thorough knowledge of group retirement products and services offered by various carriers. Maintain accurate and up-to-date client information within the CRM system. Resolve client complaints and escalated concerns quickly, professionally, and tactfully. Provide guidance and support to Account Managers and other team members on account administration, products, processes, and client matters. Support annual business planning and strategic initiatives within the Group Retirement Division. Identify and implement opportunities to improve internal processes, workflows, and the overall client experience. Share industry and technical knowledge with team members and contribute to team development. Continue to expand knowledge of industry trends, regulatory requirements, products, and carrier processes. Other duties as required.
WHAT WE REQUIRE:
5+ years of experience in group retirement services, preferably in an account management or client service environment. Post-secondary education, industry programs, or relevant professional training. RPA designation is preferred. LLQP would be considered an asset. Strong technical knowledge of group retirement products, services, and administration. Demonstrated experience managing a portfolio of clients and handling complex client needs. Strong understanding of retirement plan administration, including AIRs, CAP reviews, and member education. Excellent client service and relationship-building skills. Strong verbal and written communication skills, with the ability to communicate complex information clearly and confidently. Strong problem-solving, conflict-resolution, and decision-making skills. Excellent organizational and time-management skills, with the ability to manage multiple priorities and deadlines. Ability to work independently and take ownership of complex client matters. Ability to collaborate effectively with clients, carriers, Account Managers, and internal teams. Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint. Demonstrated commitment to continuous learning and professional development.
