Client Service Specialist - Brotherhood Retirement
About The Position
The Client Service Specialist plays a key role in delivering a high-quality service experience to retirement plan participants and plan sponsors. Reporting to the Client Service Manager, this position is responsible for responding to client inquiries, processing service requests, and supporting day-today retirement plan operations with accuracy, professionalism, and care. The Client Service Specialist serves as a primary point of contact for routine participant and sponsor needs, while also assisting with more complex service issues in coordination with senior team members. This role requires strong attention to detail, a client-first mindset, and the ability to navigate retirement plan processes in a regulated environment. Success in this position supports client satisfaction, operational excellence, and the firm’s mission of faithful stewardship.
Requirements
- Associate degree in business, finance or related field is required.
- 1–3 years of experience in client service, benefits administration, or financial services required.
- Familiarity with retirement plans such as 401(k) and 403(b) required.
- Experience with CRM systems and Microsoft Office Suite required.
- Willingness to obtain FINRA Series 65 license within the first six months of employment required.
- Strong verbal and written communication skills with a service-oriented mindset.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple service requests and prioritize effectively.
- Problem-solving skills with the ability to escalate issues appropriately.
- Comfort working in a regulated, process-driven environment.
- Ability to collaborate effectively across teams and departments.
- High integrity, professionalism, and alignment with BWR’s mission and values.
Responsibilities
- Respond to participant and plan sponsor inquiries related to accounts, contributions, distributions, beneficiary updates, and general plan information.
- Provide clear, timely, and accurate service while maintaining professionalism and empathy in all client interactions.
- Support annual and ongoing participant outreach, including education, follow-up, and service coordination.
- Process routine retirement plan service requests in accordance with established procedures and service standards.
- Coordinate with internal teams and external providers to resolve participant and sponsor issues.
- Assist with preparation and delivery of participant and sponsor reports, ensuring accuracy and timeliness.
- Maintain complete and accurate documentation of all client interactions, requests, and resolutions within the firm’s CRM system.
- Track service requests to completion, escalating issues appropriately and ensuring follow through.
- Adhere to documentation, data accuracy, and recordkeeping standards required in a regulated RIA environment.
- Partner with Operations, Advisory, and Compliance teams to ensure consistent service delivery.
- Support department-wide initiatives, projects, and process improvements as assigned by the Client Service Manager.
- Contribute to a collaborative team environment by sharing knowledge, best practices, and feedback.
- Uphold established service level expectations and contribute to departmental service metrics.
- Identify recurring service issues or workflow inefficiencies and communicate improvement opportunities to management.
- Demonstrate a commitment to learning retirement plan processes, systems, and service standards.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
