• Lead and oversee the account management team to ensure KPI alignment and delivery • Monitor performance across accounts and proactively address risks or gaps • Manage and optimize processes tied to client retention and satisfaction • Ensure consistent communication standards across all client interactions • Oversee accounts with monthly recurring revenue ranging from $3,000 to $6,000 • Manage total MRR portfolios between $20,000 and $100,000 per individual • Collaborate closely with leadership to align client strategy with business goals • Support team development, coaching, and performance improvement

• Supporting client communication and follow-ups using guided systems • Coordinating information, scheduling, and digital administration • Working within clear, step-by-step operational processes • Participating in ongoing learning and professional development

• Deliver client service for daily record-keeping, administration and servicing of assigned his/her book of business to promote revenue growth, productivity and exceptional levels of customer satisfaction. • Work with major accounts and high-profile clients using your discretion to determine how specific situations should be addressed to ensure client expectations are appropriately met. • Ensure plans are administered in compliance with plan provisions, current pension laws and regulations. • Ensure that all services are delivered within EPIC RPS' documented service standards through timely communication with Clients, Plan Sponsors and Advisors. • Discuss the compliance testing process, testing results and all required government filings; including consulting with clients/advisors on plan design options to meet the desired retirement plan benefit outcomes. • Be a resource for other team members on complex research items. • Assist Team Leads in the development of processes and implementation of best practices to ensure compliance to EPIC RPS standards of service. • Demonstrate knowledge of available EPIC RPS custody solutions and trading methods. Be able to train these to Client Service Specialists and other EPIC RPS team members as needed. • Effectively communicate with all operational teams to ensure that recordkeeping items are maintained for all assigned plans. • Monitor and manage client requests, and internal reports for required task completion. • Perform other duties as assigned.

• Serves as point-of-contact for end users for specific module(s), functional and/or business area(s) • Perform problem identification & resolution for issues related to specific module(s), functional and business area(s). • Provide training to prevent problem reoccurrence and knowledge transfer. • Escalate issues to management when appropriate. • Understands the business function and works with team to define business requirements • Collect, analyze, review, document and communicate business needs and requirements to Product Development. • Translate high-level business requirements into functional specifications in use case documentation and manage changes to such specifications. • Proactively engage with clients to understand and anticipate their needs to deliver an exceptional client experience • Perform special duties/functions assigned by management • Work under general direction with minimal supervision • Provide support to clients when required, log and classify all issues and requests in the Issue tracking database • Continually work to deepen product and industry knowledge. • Proactively develop and maintain technical Precision LM and commercial real estate loan industry knowledge • Manage the case resolution process for clients by following defined procedures and ensuring cases are resolved within target response times • Exchange and share knowledge with the team to maximize knowledge and the effectiveness • Identify and escalate problems affecting a number of clients or influencing the timely resolution of one client’s inquiry