Retirement Plan Services Relationship Manager

The Retirement Plan Services Relationship Manager at Rockland Trust is responsible for managing a diverse portfolio of 401(k), 403(b), and Defined Benefit Plans. Key duties include developing strong relationships with plan sponsors, providing ERISA plan design consulting, managing transitions between recordkeepers, and delivering annual reviews to ensure client retention. This role requires effective communication and the ability to collaborate across various departments.

To qualify for the Retirement Plan Services Relationship Manager position at Rockland Trust, candidates should have a minimum of 5 years of experience in relationship management within the Defined Contribution space, or an equivalent Sales and Service background. A strong knowledge of ERISA, retirement plans, and mutual funds is also essential, along with excellent communication, organizational, and problem-solving skills.

As a Retirement Plan Services Relationship Manager at Rockland Trust, you will have to travel for client visits and meetings within our operational footprint. Although this role does involve some travel, it's important to note that overnight travel is not a requirement, allowing for a balanced work-life dynamic.

Yes, the Retirement Plan Services Relationship Manager is expected to act as a liaison between clients and home office departments, assisting in the interpretation of plan documents and offering insights on how certain changes may impact those documents. Proactive engagement with clients helps initiate any necessary plan improvements.

Rockland Trust offers a generous benefits package for its Retirement Plan Services Relationship Manager, including competitive compensation, health and dental insurance, a 401K plan, vacation time, tuition assistance, and access to wellness programs. The company is committed to fostering a respectful and inclusive environment that supports a healthy work-life balance.

Building strong relationships with plan sponsors is key to success in this role. I would start by understanding their unique needs through active listening and regular check-ins, ensuring they feel valued. Additionally, I would prioritize transparent communication and responsiveness to foster trust.

In a previous role, I dealt with a client who was frustrated with service delays. I reached out to them directly to acknowledge their concerns, facilitated a meeting involving key stakeholders, and worked together to create an action plan that addressed their issues, which ultimately restored their confidence in our services.

To analyze a retirement plan's performance, I employ a mix of quantitative and qualitative metrics, such as reviewing fund performance against benchmarks, assessing fee structures, and soliciting participant feedback. This holistic view allows me to provide comprehensive insights during annual reviews.

I stay informed on ERISA updates by subscribing to relevant newsletters and attending industry webinars and conferences. Engaging with professional networks and participating in continuous education opportunities also helps me stay current.

For a seamless conversion between recordkeepers or TPAs, I would start with a detailed project plan outlining timelines and responsibilities. Ensuring clear communication with all stakeholders and conducting thorough data checks during the transition process would also mitigate risks.

To effectively prioritize multiple client needs, I use a project management tool that allows me to track tasks and deadlines. I assess urgency and impact on clients while also setting aside dedicated time for proactive outreach to ensure clients feel prioritized.

I have extensive experience with public speaking, having delivered presentations at industry conferences and client meetings. In this role, I would use these skills to conduct informative workshops and educational sessions for plan participants, helping them better understand their retirement options.

The most important quality is the ability to build and maintain trust. This includes being responsive, transparent, and proactive in understanding and addressing client needs, ultimately fostering long-term successful relationships.

I would collaborate with recordkeepers to develop tailored educational materials and host informational webinars. Engaging with participants through surveys to identify topics of interest will help ensure that the education provided is relevant and impactful.

Handling difficult conversations requires empathy and active listening. I approach such discussions with transparency, ensuring that I acknowledge the client's concerns and provide factual information to address the issue, while working collaboratively to find a resolution.