Who are we looking for?Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.
We are seeking an energetic and reliable professional to join our Employer Services Consulting Team, as a Senior Associate. Successful candidates will be responsible for supporting incoming employer plan administration inquiries, change orders, and supporting multiple cross-functional teams across the organization. The Senior Associate will work closely with our internal Retirement Plan Administration team subject matter experts to research, assess, and deliver timely support to employer requests.
Our Senior Employer Consulting Services Associates support many of our startup and conversion plan employers who can help navigate sponsors the complexities of administering a 401(k) plan, so we are interested in hiring individuals with a commitment to high client satisfaction and an ability to make quick and accurate decisions. The ideal candidate is a motivated individual who can manage their block of responsibilities, confidently answer retirement plan questions, and collaborate with the team to improve workstreams.
What will you be doing?
- Assist clients with complex plan issues such as eligibility, vesting, amendments, mergers & acquisitions, deconversions, year-end testing, and audits
- Effectively gathers and analyzes information while using reason and good judgment to articulate client requests through detailed scoping.
- Work closely with internal plan design and plan document subject matter experts to research, assess, and complete client plan design requests.
- Create processes, playbooks, and resources to streamline across processes/operations and support team expansion
- Post interaction within our tooling to document updates to client accounts
- Conduct post mortems and identify opportunities for improvement in processes and procedures, and work with management and product teams to implement
- Ability to handle client/advisor escalations smoothly and bring in cross-functional teams as needed for quick resolutions
- Adhere to client-facing and internal service-level requirements
- Meet quality control expectations through the monitoring of contact resolution
- Adhere to prioritization requirements, to meet company goals for servicing responsiveness.
- Provide consulting services to sponsors and advisors as needed
- Ensure client retention and maintenance
- Conduct appropriate and timely follow-ups to ensure the highest level of employer service
Requirements
- College degree and/or equivalent customer service experience
- 2-4 years of retirement industry experience, preferred.
- Experience in project management.
- You're flexible, creative, team-oriented, results-driven, and can effectively collaborate with both internal and external stakeholders.
- Strong communication, critical thinking, and organization skills.
- Proven ability to think analytically & operate independently within set deadlines
- Professional experience using and optimizing internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices
- Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
- Nice to have: retirement certifications (i.e. QKA)
The expected base salary range for this position is $65-$75k. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.
We have a strong preference for an individual located in one of the following cities: New York, NY | Phoenix, AZ | Austin, TX | Philadelphia, PA for a hybrid work environment but we are open-minded to stellar talent remotely.
#J-18808-Ljbffr