Retirement Plan Specialist

 

This position is responsible for supporting service delivery by using established knowledge of company products and processes as well as by conducting basic analysis to process and support service-related tasks. The incumbent will work under limited supervision and may provide guidance to entry level associates or peers.
What you do
• Answer all inquiries in a professional manner.
• Maintain an understanding of the requirements relating to retirement plan participants.
• Educate retirement plan participants on available distribution, rollover, and consolidation options and assist participants throughout each process.
• Assist participants in accessing their account on-line; assist in resolving retirement plan participants' requests.
• Assist in participant education regarding on-line functionality (i.e. on-line enrollment, transfers, loans and withdrawals)
• Become a stakeholder in the future of our organization by identifying process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service.
• Protect assets by adhering to all applicable regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines.
• Produce professional correspondence and demonstrates professional verbal communication and customer service skills.
• Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate. * Investigate and resolve participant issues and share the results with appropriate parties. Provide written instructions to involved parties.
• Maintain the confidentiality of the retirement plan participant to protect and insure compliance with policy and procedures.
• Maintain a very global level of knowledge in Retirement Plan areas (New Business, ERISA, Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas.
• Effectively coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department.
• Other duties as assigned.

What you bring
• H.S Diploma or GED
• College degree preferred
• 1-2 years' customer service experience and previous contact center experience required
• Retirement Plans Experience preferred
• Special skills or knowledge:
o Required: Proficient written and oral communication skills. Must be able to manage a number of priorities at one time while working within required deadlines. Proficient customer focus with excellent interpersonal skills. Ability to assume ownership and ability to work within a team environment. Must have a high level of curiosity and show willingness to learn new methods, procedures.
o Preferred: Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration. Proficiency with Microsoft Office products (Word, Excel and PowerPoint). ASPPA exams or equivalents. Knowledge of OMNI, Relius and record keeping systems.
o Bilingual in Spanish and English preferred.
• Some OT required - Must be willing to work 9-6p EST or 8-6p EST with 30-minute lunch