PLANADVISER: Tell us about your role at your firm and your current responsibilities? How do you contribute to your firm/team’s growth and progress?
Pallof: My title is client service associate/administrator, and I work directly with the director and senior retirement plan adviser. My role includes many responsibilities such as quarter-end processes and reporting, invoicing, assistance with RFPs and plan benchmarking, onboarding new clients, and recordkeeper conversions. I serve as the quarterback for processes involving service providers and shared clients—coordinating fund changes, plan document updates and amendments. I also assist with resolving service issues that arise between clients and providers. My greatest contribution to our team’s growth and progress is the service that I provide to our current clients. My ability to respond and provide answers and solutions to questions and issues makes each client feel like they are our only client. I’m always looking for ways to improve, learn and lighten the administrative burden our clients face in running their plans.
PLANADVISER: What are the most common operational challenges in a retirement plan advisory firm? How do you manage those?
Pallof: One of the most common challenges is coordinating seamlessly with multiple service providers to complete time-sensitive and often complex tasks. As platforms evolve—especially following mergers and acquisitions—processes and points of contact can shift, which sometimes leads to delays or added complexity. To manage this, I stay proactive, organized and communicative. I keep detailed internal records, follow up consistently and work hard to maintain strong working relationships with provider teams. By anticipating potential roadblocks and staying solutions-focused, I’m able to keep things moving forward for our clients and reduce their administrative burden.
PLANADVISER: What are the skills that are most needed to be successful in your role?
Pallof: I believe that organization and time management are two of the most important skills for this role. The ability to adapt to the ever-changing landscape of retirement plans, rules and regulations is key. Strong communication skills and a genuine care for both the work and the clients shine through in everything you do—and they’re what help build trust and deliver consistent service.