PCS Retirement

• Manages the day-to-day administration of a portfolio of clients across various product lines and prioritizes their needs • Serves as the single point of contact in addressing an array of requests from basic to complex, such as plan level changes and reconciliations, from plan sponsors, advisors and TPAs • Provides a high level of customer service, builds relationships to ensure retention, and facilitates organic growth • Takes ownership and applies critical thinking and problem-solving skills to resolve client-related issues efficiently and effectively and mobilizing internal teams necessary • Take full ownership of the end-to-end client experience, managing your case queue and ensuring all transactions, updates, and issues are completed accurately and on time, with proactive identification and escalation of any risks or gaps • Facilitates regularly scheduled client calls to discuss outstanding items and provide updates on company initiatives • Reviews client data periodically for accuracy and adheres to the strictest standards of oversight, ensuring all PII is kept confidential and secure • Demonstrates efficiency and flexibility in overseeing detailed processes in a fast-paced environment with frequent interruptions and changing priorities • Assists other areas of the organization with various functions when volume is high and/or staffing levels are low • Participation in unit meetings, ongoing training and self-development • Conducts themselves professionally and partners with upper Management accordingly • Participate in call queues as needed • Performs other duties and responsibilities as assigned

• Review, update, maintain and service accounts by enforcing the documentation of client/plan accounts to meet industry policies and regulations. • Answers all incoming calls into the operational center regarding client account and compliance questions related to the account/plan type. • Scrutinizes basic information contained in all types of plan agreements. • Maintains accurate records/notes to ensure all plan requests are completed within regulated time allotment. • Provide support and direction regarding required operational processes, polices and timeframes. • Assists management in identifying procedures and policies that are outdated or ineffective. • Assists management to improve department productivity through participation in unit meetings, ongoing training and self-development. • Maintains and files weekly statistical reports for the department. • Performs general clerical activities, including faxing, copying and filing. • Assists other areas of the department with various functions when volume is high and/or staffing levels are low. • Performs other duties and responsibilities as assigned.

• Ensure consistent service delivery and operational excellence across PCS’s largest accounts. • Manage onboarding and technology initiatives. • Develop reporting frameworks to measure success. • Define and implement a standardized service delivery model across strategic accounts. • Act as the central liaison between internal teams (Sales, Marketing, Product, Technology, Legal). • Develop and maintain standardized reporting and scorecards to measure KPIs.

• Manage and prioritize a shared team queue, ensuring all client requests and issues are addressed accurately and within established timeframes • Handle a wide range of plan sponsor, advisor, and TPA requests from basic to complex- including plan-level changes and reconciliations • Take full ownership of each case from intake through resolution, ensuring all activities, updates, and issues are handled accurately and on time, with proactive identification and escalation of risks or gaps • Deliver a high level of service through responsive, clear, and solution-oriented communication • Collaborate with internal teams to resolve issues efficiently and ensure a seamless experience for clients • Participate in a structured phone schedule, handling inbound and outbound calls to support client needs and team service levels • Review client data for accuracy and maintain strict adherence to confidentiality and PII security standards • Demonstrate efficiency and flexibility in overseeing detailed processes within a fast-paced, high-volume environment with shifting priorities • Support team coverage needs, including assisting during high-volume periods and cross-functional tasks as needed • Participate in team meetings, training, and ongoing professional development • Maintain a professional demeanor and collaborate effectively with peers and leadership • Perform other duties as assigned

• Build and maintain strong relationships with financial advisors, wholesalers, and other key stakeholders in your territory • Act as a technical resource to educate partners on retirement plan design, compliance testing, and government reporting • Deliver presentations, webinars, and consultations to support advisor sales efforts and deepen understanding of TPA services • Collaborate with internal teams to develop and deliver customized retirement plan solutions • Identify and pursue new business opportunities to drive growth within the assigned territory • Stay current on industry trends, regulatory changes, and best practices in retirement plan administration

• Responsible for completion of annual nondiscrimination testing and completion of the annual form 5500 for 401k, 457, 403(b), and non-ERISA 403(b) retirement plans • Works with advisors, auditors and plan sponsors to provide consulting on plan issues, contributions and Form 5500 reconciliations • Performs Nondiscrimination, Top Heavy & Coverage Testing for defined contribution plans • Calculates retirement plan contributions and allocations, including Safe Harbor allocations, discretionary match and profit sharing • Calculates corrective actions for failures in annual testing • Consult and explain the results of the testing and any required corrections • Preparation of IRS Form 5500-SF, 5500-EZ and assists with preparation of Form 5500 with schedules • Assist with plan audit support, including reconciliations and preparation of assets and other plan reports • Assist with accumulating data and reconciling assets for conversion plans • Exceed internal and compliance deadlines • Other duties as assigned

• Responsible for the overall relationship management of assigned strategic distribution partners with a focus on the Individual Retirement Business • Develop and execute strategic plan with each relationship; focus on sales growth, operational efficiency, training, and marketing needs • Advocate for strategic partners by helping to drive initiatives within PCS to ensure that we are maximizing opportunities for growth • Work collaboratively, advocating for strategic partners by promoting, training, and communicating internally with Sales/Sales Management, Marketing, Product and Service teams • Support distribution initiatives such as internal sales prospecting, webinars, campaign development/execution, and sales/service promotional efforts with fund company partners which encourage overall success • Serve as product/service expert to champion PCS and effectively manage/solve issues as they arise • Lead, coordinate, and participate in special projects which support our overall sales distribution and retention strategy

• Lead, coach, and develop service teams supporting small plans through a queue-based contact center model. • Establish clear performance expectations and accountability for service quality, responsiveness, productivity, and client satisfaction. • Support recruitment, onboarding, training, development, and retention of a high-performing service organization. • Foster a culture of responsiveness, ownership, continuous improvement, and associate engagement. • Conduct regular team communications (standups, huddles, forums) to ensure alignment on priorities, enhancements, and coverage. • Own day-to-day operational management of the contact center, including queue coverage, volume management, response times, and service level adherence. • Monitor and manage key performance metrics (phone service levels, email response time, case aging, first-contact resolution, quality scores). • Implement workforce management strategies to align staffing models with volume demand and seasonality. • Establish and maintain quality assurance standards, case review processes, and coaching frameworks to ensure consistent and accurate service delivery. • Ensure the contact center delivers a consistent, high-quality experience for plan sponsors, advisors, and TPAs. • Monitor client feedback and satisfaction data to identify trends and improvement opportunities. • Partner with Sales, Relationship Management, and external partners to proactively address service risks and escalation needs. • Present regular updates to senior leadership on service performance, risks, and improvement initiatives impacting small plan clients. • Partner with Service and Operations leadership to identify root causes of recurring issues and drive systemic improvements. • Ensure cases are documented thoroughly so service team can continue to work seamlessly when coverage shifts. • Participate in and support product and process enhancements, ensuring readiness and effective adoption by the team. • Partner with internal stakeholders to align service delivery with business strategy for small plan growth, efficiency, and retention. • Translate PCS Retirement’s service strategy into clear, measurable goals for the contact center. • Support the evolution of the tiered service model by helping define best practices, coverage strategies, and scalability levers. • Demonstrate and reinforce PCS Retirement’s core values and commitment to client-first service. • Perform other duties as assigned by management.

• Manages a team responsible for various aspects of defined contribution plan administration • Guides direct reports and oversees departmental projects • Ensures compliance with regulations through testing and process enhancements • Acts as a key liaison between departments and assists with strategic decision-making • Provides training and guidance on annual Form 5500 testing • Takes ownership of team processes and performs testing for defined contribution plans • Calculates retirement plan contributions and allocations • Prepares IRS Form 5500-SF, 5500-EZ, and Form 5500 with schedules • Provides plan audit support and reconciliations • Completes compliance correction projects as needed

• Oversee the accuracy, clarity, and completeness of all client-facing deliverables • Responsible for the quality control and review of all DWC deliverables including annual compliance reporting, contribution calculations, non-discrimination testing, and government reporting • Ensure explanations and details prepared for clients are written in a client-friendly manner • Provide detailed constructive feedback to team members to improve their work quality • Collaborate with team members to enhance their skills and support their development