Client Service Specialist - Brotherhood Retirement

Client Service Specialist - Brotherhood Retirement 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-to-day 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. Principal Duties and 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. Retirement Plan Operations Support: 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. Case Management & Documentation: 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. Cross-Functional Collaboration: 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. Service Quality & Continuous Improvement: 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. Experience and Education: Associate degree in business, finance or related field is required. 13 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. Skills and Knowledge: 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. Terms and Conditions: This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Because the company's niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche. Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains "at-will". Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-10