Client Relationship Manager, FuturePlan

FuturePlan is the nation’s largest third-party administrator (TPA) of retirement plans, partnering with advisors in all 50 states. FuturePlan delivers the best of both worlds: high-touch personalized service from local TPAs backed by the strength and security of a large national firm, Ascensus. Our roots go back decades, with nearly 30 outstanding legacy firms now joined together to deliver unmatched levels of service, innovation and expertise to a fast-growing client base from coast to coast. The FuturePlan team includes more than 500 credentialed plan professionals, 60 actuaries, and one of the industry’s largest in-house ERISA teams. Learn more at FuturePlan.com.

Section 1: Position Summary

This position will work closely with all sales, service and operations partners to serve as the focal point for existing big and elite advisor plan clients and their financial advisors.  Responsibilities include relationship management for these plan accounts and financial advisors ensuring a successful service experience, product enhancements and plan retention. Providing consultative advice and support as a dedicated contact to ensure execution of coordinated strategies to support the plan client and their financial professional. Promote plan retention via ownership, troubleshooting and problem resolution resulting in the prevention of escalated service issues associated with assigned accounts.

Section 2: Job Functions, Essential Duties and Responsibilities

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

• Consistently demonstrate a superior level of proactive client focus and team work.

• Leverage industry knowledge to promote client satisfaction, leading  to retention and organic growth.

• Develop strong working relationships with daily client contacts.

• Provide ownership for the resolution of issues escalated by clients and financial professionals.

• Act as an internal advocate for clients and financial professionals by coordinating with internal Ascensus departments.

• Review existing book of business to identify plan retention and create strategy for non-elite advisors.

• Develop relationships with C-level decision makers for assigned accounts to develop education and communication strategies. 

• Cross-sell revenue opportunities, educate financial professionals/plan sponsors regarding, products, processes and services.

• Compile data, track communications, escalations and offer solutions to enhance the Ascensus experience by optimizing plan design and promoting product features and services.

• Lead and/or participate in projects that create additional value for existing relationships.

• Compile and analyze data associated with clients and financial professionals and conduct outreach activities including call campaigns to build/strengthen existing relationships and gain share of wallet.

• Maintain proficiency with multiple partner products and Ascensus’ proprietary products to effectively manage key relationships across these platforms.

• Maintain proficiency with regulatory, financial, accounting, service, operations and compliance aspects of the relationship management function

Section 3:  Experience, Skills, Knowledge Requirements 

• Bachelor’s degree in Business, Finance, Human Resources, or a related field or equivalent experience.

• Minimum of 5+ years of experience in client service and administration of MEPs and PEPs within the retirement plan industry.

• In-depth knowledge of ERISA, IRS, and DOL regulations as they relate to MEP and PEP administration.

• Excellent communication skills with the ability to translate complex regulatory and procedural information into clear, concise concepts.

• Strong analytical and problem-solving abilities, with attention to detail and compliance focus.

• Proficiency in retirement plan administration systems and tools.

• Professional certifications such as QKA, QPA, CPC, or CRPS are a plus.

Section 4: Competencies

• Compliance Expertise: Deep understanding of regulatory requirements related to MEP and PEP plans.

• Process Optimization: Ability to evaluate existing processes and implement efficient, scalable solutions.

• Communication: Skilled at simplifying complex concepts for diverse audiences and creating clear, concise documentation.

• Collaboration: Works effectively within cross-functional teams and partners with stakeholders to achieve business objectives.

• Adaptability: Thrives in a dynamic environment with the ability to adjust to regulatory changes and evolving business needs.