Client Service Manager - Brotherhood Retirement

Company: Brotherhood Mutual Careers
Location: Colorado Springs
Posted on: April 1, 2026

Job Description:

Job Title: Client Service Manager FLSA: Exempt Job Family: Affiliates Department: Brotherhood Retirement Location: On-site (Colorado Springs, CO) POSITION SUMMARY The Client Relations Manager is a leadership role within Brotherhood Retirement responsible for overseeing the daily operations and performance of the Client Relations function. This role ensures consistent, accurate, and timely service delivery to retirement plan participants and plan sponsors while maintaining strong coordination with advisory, operations, and leadership teams. The Client Relations Manager leads and supports a team responsible for processing participant and sponsor service requests, managing workflows, and upholding firm standards for communication, responsiveness, and professionalism. This position also serves as a key liaison between the Client Relations team and firm leadership, helping translate organizational priorities into effective execution and a high-quality client experience. Success in this role requires a service-oriented leader who combines strong people management skills with operational discipline, attention to detail, and a commitment to stewardship. The ideal candidate brings experience in retirement plan services and client operations, along with the ability to coach team members, improve processes, and resolve escalated issues with clarity and care. PRINCIPAL DUTIES AND RESPONSIBILITIES Client Relations Leadership & Team Management Lead the daily operations of the Client Relations team, ensuring accurate and timely execution of participant and plan sponsor service requests. Provide direct supervision, coaching, and ongoing support to team members, fostering accountability, professionalism, and service excellence. Conduct regular performance evaluations, goal-setting discussions, and development conversations to support individual growth and team effectiveness. Support hiring, onboarding, and training of new Client Relations team members, ensuring role readiness and alignment with firm standards. Workflow Management & Service Delivery Assign, monitor, and manage daily workflows using firm-approved systems to maintain service level expectations, turnaround times, and workload balance. Ensure consistent adherence to internal service protocols, standard operating procedures (SOPs), and documentation requirements. Serve as a secondary point of escalation for participant and plan sponsor issues, coordinating cross-functionally to resolve concerns efficiently and professionally. Monitor service metrics and outcomes to identify trends, risks, or opportunities for improvement. Cross-Functional Coordination Collaborate closely with Operations, Compliance, and Retirement Plan Sales teams to support transactional requests such as distributions, beneficiary updates, contribution changes, and investment elections. Act as a liaison between the Client Relations team and firm leadership, communicating operational needs, challenges, and performance insights. Support advisor and client onboarding efforts by ensuring service processes are executed consistently and in alignment with firm expectations. Process Improvement & Documentation Maintain clear and current documentation of Client Relations procedures and workflows. Lead and participate in process improvement initiatives to enhance efficiency, accuracy, and the overall client experience. Support cross-training efforts within the team to promote resilience, coverage, and consistent service delivery. EXPERIENCE AND EDUCATION Bachelor’s degree in business, finance, or a related field, or equivalent relevant experience required 3–5 years of experience in client service, account management, or retirement plan operations required At least 2 years of experience in a supervisory or people leadership role required Experience supporting retirement plans, including familiarity with 401(k) and 403(b) plans structures required SKILLS AND KNOWLEDGE Strong leadership and people management skills, with the ability to coach and support a client-facing team. Excellent written and verbal communication skills, with a high standard for professionalism and clarity. Exceptional organizational and time management skills, with the ability to manage competing priorities in a service-driven environment. High attention to detail and commitment to accuracy in handling participant and plan sponsor requests. Working knowledge of retirement plan operations, custodial platforms, and service workflows. Proficiency with Microsoft Office and CRM or workflow management systems. Demonstrated problem-solving skills and an ownership mindset with strong follow-through. Ability to work collaboratively across departments in a regulated, client-first organization. High integrity, professionalism, and alignment with BWR’s mission and values. Terms and Conditions This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Because the company’s niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche. Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will”.

Keywords: Brotherhood Mutual Careers, Lakewood , Client Service Manager - Brotherhood Retirement, Accounting, Auditing , Colorado Springs, Colorado