Client Relationship Manager

Position Summary

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 HUB's 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.

Primary Responsibilities

New Client Onboarding and Implementation

• 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 HUB's 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.

Ongoing Client Service and Relationship Management

• 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 HUB's 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.

Vendor Relationships

• Serve as the team's 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.

Plan Design and Plan Document Maintenance

• 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 plan's 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 client's 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 client's payroll team.

Investment Menu Changes

• Manage the implementation of investment lineup changes recommended by HUB's 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.

Recordkeeper Conversions

• 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.

Participant Support and Education

• 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 HUB's 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.

Billing and Fee Administration

• Generate quarterly invoices for all plans in the assigned book in accordance with each plan's 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.

Practice Operations and Projects

• 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.

Qualifications

Required

• 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.

Preferred

• 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 1,000 participants.

• Experience with Microsoft Dynamics 365 or a comparable CRM.

• Conversational Spanish.

• Bachelor's degree or equivalent practical experience.

Performance Measures

• 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 employees, and provide continuous opportunities for 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 that are rooted 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 veteran's 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  http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

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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 (844) 300-9193 or USRecruiting@hubinternational.com. 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 $124,000 - $155,000k depending on geographical location and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's 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.

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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.

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