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Retirement Plan Client Services Manager


in East Lansing MI


This position oversees and manages assigned team of ARB full service &/or advisor-based retirement relationship staff. Shares responsibility for retention and growth of the existing client base through individual efforts and efforts of the account management team. Helps foster a cohesive service team by directing workflow, supporting strong communication and displaying good judgment and leadership to ensure the proper administration of all accounts. Establishes and maintains relationships with assigned retirement plan clients in order to achieve or exceed client service and retention standards. Assists the sales team in an effort to meet sales goals.


JOB FUNCTION NUMBER 1: Management and Leadership - 50%

  • Participate in recruitment, development and retention of qualified ARB full service relationship managers (RRMs or Retirement Specialists).
  • Coach, mentor and motivate staff to evaluate and take actions that follow established practice standards leading to a consistent service model.
  • Assure progress is made toward achieving all major goals and objectives within timelines established by working with staff in executing the plans.
  • Actively engage in the success of ARB and Alerus, promoting and supporting new and ongoing initiatives with positive active team involvement resulting in a successful outcome.
  • Enthusiastically embrace and model change amongst peers as a proven leader.
  • Actively lead and/or participate in projects to improve the products and services offered by ARB, including project groups tasked with developing enhanced procedures or policies.
  • Offer suggestions and ideas to management and actively engage in or manage their development as assigned by management. • Maintain active reporting process to all interested parties on all projects where assigned a leadership role.
  • Proactively employ/share technical knowledge of and experience with ERISA and retirement plan administration with clients, direct reports and other colleagues.
  • Be an experienced source of information and guidance.

JOB FUNCTION NUMBER 2: Client Retention - 25%

  • Proactively manage client relationships (advisor, broker, TPA plan sponsor etc.) to achieve or exceed client service satisfaction and ARB retention standards.
  • Define and implement proactive client service plan based on client tier to set/manage client plan objectives for assigned full service direct business.
  • Engage client service team members for larger clients to complete education and investment commitments for full service direct business.
  • Proactively manage client service plan activity through use of Client Gateway.
  • Identify and establish strong working relationship with client key decision makers/influencers.
  • Maintain ongoing communication with client to understand their goals/objectives and identify service concerns.
  • Proactively and consistently present ARB value proposition.
  • Actively assess client satisfaction to identify at-risk clients and work with Account Manager to address issues.
  • Introduce clients to other ARB and bank services as appropriate to underscore the ARB full service value proposition.

JOB FUNCTION NUMBER 3: Teamwork and Communication - 25%

  • Maintain positive relationships with internal and external customers while providing quality service.
  • Take responsibility for service team communication and workflow; maintain excellent and timely communication among all involved parties.
  • Resolve workflow issues on team and address issues that cross department lines, using judgment with respect to manager/management involvement and consideration of high level business impact and application.
  • Provide solutions to plan needs by working with administration and underwriting on outstanding issues and/or new features available due to recent legislation or product enhancements.


  • Bachelor degree in finance, economics, accounting, business administration or related field or equivalent combination of education and experience.
  • Proven leadership, management and direct supervisory skills.
  • High level written and verbal communication and presentation skills.
  • Ten or more years of related experience in retirement plan recordkeeping/administration with knowledge of IRS and Department of Labor regulations.
  • Broad experience with client services, plan administration, trust services and participant record keeping, including experience interfacing with trustees, clients, and plan participants.
  • Advanced professional designation(s) related to the qualified plan industry required.
  • Proficient in PowerPoint, Excel, Word, use of laptop computer, projector, trio, and other office equipment.


  • Developed relational skills such as diplomacy, judgment, decision making, and discretion.
  • Ability to multi-task, prioritize workflow of self and others and coordinate activity as an effective team member to meet deadlines and make effective decisions under pressure.
  • Established communication, presentation and organizational skills.
  • Demonstrated professional business skills and demeanor.
  • Demonstrated ability to identify and problem solve complex situations and apply judgment with respect to high level business impact and risk.
  • Proven ability to work with detailed technical knowledge of all types of retirement plans.


  • Requires ability to travel based on locations of assigned client base.
  • Requires the safe operation of a motor vehicle to perform the essential functions of the job.
  • The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
  • Requires the ability to lift up to 50 pounds.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

How to Apply

Applications must be submitted online at To view the complete job description, view a complete list of all current openings at Alerus, or to submit your application and resume, please visit our website at Thank you for your interest in employment with Alerus!

Alerus is an Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities. We consider all applications without regard to race, color, religion, sex, sexual orientation, gender identification, ethnicity, or national origin.

Visit our web site.

This ad has been viewed 895 times. It expires on 1/23/2018.

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