Client Relationship Manager

The Client Relationship Manager is responsible for the day-to-day service and management of a book of employer-sponsored retirement plans including 401(k) and 403(b) plans. The position serves as the primary point of contact for plan sponsors and coordinates all work involving the recordkeeper third-party administrator plan auditor payroll provider and HUBs internal investment and financial planning teams.

The Client Relationship Manager interacts regularly with CFOs HR Directors controllers business owners and retirement plan committees and also serves as a resource to plan participants. The position is service- and retention-focused rather than production-focused though the Client Relationship Manager is expected to identify plan design compliance and financial wellness opportunities within the assigned book and bring them to the client for consideration.

This is a hands-on role on a small team and the Client Relationship Manager operates with a high degree of autonomy and ownership as part of a collaborative practice. This includes managing their own calendar scheduling client and vendor meetings answering and returning calls submitting expense reports and coordinating client gifting within firm guidelines. The position does not assume dedicated administrative or support staff. The expectation is that this person identifies what needs to be done and acts on it and brings a recommended course of action rather than only flagging the problem. Beyond the assigned book the Client Relationship Manager is expected to contribute to the strength and efficiency of the overall practice.

• Manage the onboarding process for new advisory clients including Broker of Record (BOR) paperwork advisory and consulting agreements 408(b)(2) disclosures vendor authorization and system access forms and adoption of the Investment Policy Statement.

• Develop and manage the onboarding project plan coordinate vendor deliverables and deadlines and provide status updates to the client.

• Establish the ongoing service calendar for each relationship including committee meeting cadence compliance milestones and the participant education schedule.

• Coordinate the rollout of HUBs financial wellness and financial coaching program (FinPath by HUB) including implementation planning sponsor and employee communications ongoing promotion and engagement reporting.

• Support new business proposals and RFP responses for prospective retirement plan clients including plan data compilation vendor comparison and preparation of client-facing materials as directed.

• Serve as the primary point of contact for the plan sponsor on all matters relating to the retirement plan.

• Review inbound correspondence from recordkeepers TPAs auditors and other plan vendors; determine required action; resolve items directly with the vendor; and involve the client only where a sponsor decision or signature is required.

• Escalate and track unresolved service issues with recordkeeper and TPA service teams through resolution.

• Coordinate quarterly and annual investment review and plan committee meetings with HUBs investment team including scheduling agenda preparation materials logistics meeting minutes and follow-up item tracking.

• Maintain the client fiduciary file including meeting minutes Investment Policy Statement fee benchmarking documentation plan documents participant notices and vendor disclosures.

• Own the integrity of all client and plan records in Microsoft Dynamics 365 for the assigned book including contact information fee schedules service agreement terms compliance deadlines and activity history. Records should be current complete and usable by any team member at any time.

• Serve as the teams primary relationship contact for assigned recordkeepers and TPAs independent of any specific client event or service issue.

• Attend and represent the team in recordkeeper and TPA relationship meetings quarterly business reviews and platform update briefings.

• Maintain a current directory of vendor contacts across service relationship management and escalation and keep team-level platform access and credentialing current.

• Maintain a working knowledge of qualified plan design sufficient to discuss design alternatives with clients and to identify circumstances in which a design change should be considered for example a plan consistently failing or narrowly passing nondiscrimination testing resulting in corrective refunds to highly compensated employees.

• Work with the plans TPA to obtain census-based cost projections for proposed design changes such as a safe harbor match an increase or restructuring of the employer match or the addition of a profit sharing or new comparability allocation and present the results to the client.

• Manage the plan amendment process from identification through implementation: coordinate drafting with the recordkeeper or TPA review amendment language against the clients stated intent obtain client execution and confirm that the recordkeeper and TPA have implemented the change in the plan document and in their administrative systems.

• Manage required restatements and amendments including the SECURE 2.0 restatement cycle through client review sign-off and execution.

• Prepare and coordinate distribution of related participant notices including safe harbor QDIA automatic enrollment and escalation blackout summary of material modifications and annual fee disclosure notices and document timely delivery.

• Support the annual compliance cycle including census collection coordination of ADP/ACP and top-heavy testing with the TPA communication regarding corrective distributions contribution limit monitoring and coordination of the Form 5500 filing and plan audit including signature and filing deadlines.

• Manage plan hygiene projects including terminated participant and force-out processing missing participant searches uncashed check resolution participant count and audit threshold monitoring and ERISA/plan expense account balance monitoring.

• Coordinate resolution of payroll and HRIS integration issues (360 and 180 file feeds) with the recordkeeper and the clients payroll team.

• Manage the implementation of investment lineup changes recommended by HUBs investment team including fund replacements share class changes mapping decisions and re-enrollments.

• Prepare and route required documentation and obtain all necessary client signatures.

• Coordinate timing with the recordkeeper and issue required blackout and change notices to participants.

• Confirm following implementation that changes processed correctly at both the fund and participant account level.

• Document each change and its supporting rationale and approvals in the fiduciary file.

• Serve as the point person for all recordkeeping conversions participating in all calls and meetings from kickoff through post-conversion validation.

• Manage the conversion project plan and coordinate deliverables from both the incoming and outgoing providers including data gathering and validation plan document and payroll setup loan and beneficiary data trust and asset transfer timing blackout notices and termination notice to the prior provider.

• Coordinate participant education and enrollment meetings and conduct those meetings typically virtually and in some cases jointly with the recordkeeper.

• Develop and execute the employee communication plan supporting the conversion.

• Validate participant balances deferral elections loans and investment mapping following conversion and close out open items.

• Serve as the primary point of contact for participant questions regarding plan provisions and administration for most clients including all plans with fewer than approximately 500 employees. Typical subjects include eligibility enrollment deferral and Roth elections employer match vesting loans distributions rollovers and beneficiary designations.

• Conduct recurring participant education and enrollment sessions and support financial wellness campaigns and coaching program engagement.

• Identify participants whose circumstances warrant referral to HUBs Senior Financial Planner for wealth management or advanced financial planning support including equity compensation retirement income planning tax and estate matters and consolidation of outside assets and make the referral.

• Limit participant discussions to plan-level education and administration; individualized investment tax and financial planning advice is referred to the appropriate licensed HUB professional.

• Generate quarterly invoices for all plans in the assigned book in accordance with each plans advisory fee agreement.

• Confirm timely payment by the recordkeeper or plan sponsor following each billing cycle and follow up on and resolve outstanding items without escalation.

• Maintain current fee schedules and billing terms for all assigned plans in the CRM and flag and resolve any discrepancies between the fee agreement the invoice and the amount collected.

• Identify gaps in practice operations service delivery or compliance readiness and lead projects to address them from scoping and planning through implementation without ongoing direction. Examples include standard onboarding checklists a book-wide SECURE 2.0 restatement tracker and compliance calendar templates used across all clients.

• Minimum five years of experience working with 401(k) and other qualified retirement plans at an advisory firm recordkeeper or third-party administrator.

• Series 65 (or Series 66 with Series 7) held at hire or the ability to obtain within 90 days of start date.

• Working knowledge of ERISA and qualified plan administration including eligibility and entry provisions match and profit sharing formulas safe harbor designs nondiscrimination and top-heavy testing controlled groups distributions and force-outs plan documents and amendments the annual compliance calendar and audit requirements.

• Direct experience with at least one major recordkeeping platform and the ability to work across multiple platforms (Fidelity Empower Transamerica Principal ADP Ascensus T. Rowe Price Voya John Hancock Vestwell Paychex).

• Demonstrated project management and follow-through skills with the ability to manage multiple concurrent client deliverables and vendor dependencies independently.

• Experience presenting to both management-level audiences and employee groups in person and virtually.

• Strong written communication skills including the ability to summarize vendor correspondence and technical plan matters in plain language for client decision-making.

• CPFA QKA QKC CRPS C(k)P or CFP designation.

• Experience supporting plans in the $5 million to $100 million asset range with 50 to 1000 participants.

• Experience with Microsoft Dynamics 365 or a comparable CRM.

• Conversational Spanish.

• Bachelors degree or equivalent practical experience.

• Client retention within the assigned book.

• Timely completion of all compliance amendment notice and filing deadlines.

• On-schedule completion of conversions and investment changes with all required documentation on file.

• Complete and current fiduciary files and CRM records for all assigned plans.

• Accurate and timely quarterly billing with outstanding items resolved without escalation.

• Participation and engagement levels in the financial wellness program.

• Plan design and service opportunities identified and presented to clients.

• Practice-level projects initiated and completed.

WHY CHOOSE HUB

Throughout our network of more than 450 HUB offices in North America we offer a competitive exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB we believe in investing in the future of our employeesandprovide continuous opportunitiesfor growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options thatarerooted in your current needs yet evolves as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse challenging work environment with financial security and career satisfaction.

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations. The EEO is the Law poster and its supplement is available here at Policy

E-Verify Program

We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact the US Recruiting Team toll-free at or. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

The expected salary range for this position is $124000 - $155000k depending on geographical location and will be impacted by factors such as the successful candidates skills experience and working location as well as the specific positions business line scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance FSA HSA and 401(k) accounts paid-time-off benefits and eligible bonuses equity and commissions for some positions.

#LI-CD1

LIKE US SO FAR

Take the first step toward creating a future that combines a diverse challenging work environment with financial security and career satisfaction. Apply online today!

Equal Employment Opportunity: HUB International Limited is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability protected veteran status or any other characteristic protected by applicable federal state or local law.

Reasonable Accommodations: HUB International Limited is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to access our career site complete an application or participate in any part of the hiring process please contact the Recruiting Team at This contact information is for accommodation requests only and should not be used to inquire about the status of an application.

E-Verify: HUB International Limited participates in E-Verify. Please refer to Our Recruiting Process Applicant Notices: E-Verify Program for additional information.