Position Overview:
Supporting client onboarding processes to ensure key deliverables are met. Participate in client and financial professional meetings pertaining to various file set ups as well as with prior recordkeepers files. Assist with conversion and translation of financial and demographic data to ensure accurate and timely transition of plan liabilities. Demonstrate a high level of client satisfaction to Plans and Partners by following process and procedures for the installation of plans to meet deadlines and quality levels set by the unit. In addition, will support Quality Assurance (QA) processes to ensure deliverables are met.
Skills/Competencies:
- The candidate must be able to demonstrate the skills/competencies as listed below.
- Communication Skills - Communicates proactively with plans sponsors, financial professionals and Prior Recordkeepers. Demonstrates ability to document procedures that are clear and easy to understand. Effectively communicates with clients on specific tasks.
- Technical Knowledge – Knowledge of non-qualified deferred compensation plans a plus or job specific technical knowledge required. Demonstrates in-depth understanding of assigned tasks underpinning operational function and understanding at a high level of concepts behind them.
- Problem Solving - Identifies and solves problems utilizing resources/procedures for a specific process, with a defined resolution. Regularly takes ownership of problems with undefined resolutions based on knowledge of concepts.
- Detail Oriented Vs. Big Picture - Understands the impacts of decisions across business divisions and communicates implications to team leadership where appropriate. Develops and presents process improvements to gain efficiencies.
- Conflict Resolution - Addresses conflicts with team as well as effectively escalating cross-team conflict so that senior associates and/or leadership can address. Assists associates on the team in finding positive solutions and outcomes.
- Training/Mentoring - Ownership of the mentor process that trains a peer on a new or existing process/procedure and fully understands the conceptual underpinnings of the tasks they are training others on. Ability to explain why a process/procedure is in place and how it affects other functions, not only the steps needed to complete a task.
- Risk Taking/Decision Making - Independently makes decisions on participant or plan level transactions and recognizes new "outside the box" situations and escalates those appropriately.
- Planning/Organizing - Generally plans 2-3 days in advance in order to meet specific tasks and departmental goals as defined. Plans for self and back-up as needed while also incorporating additional tasks/project work into schedule. Takes into consideration the volumes of teammates to determine the ability to assist others. Organized so that specific items can consistently be retrieved quickly.
- Time Management/Prioritization - Strong understanding of set priorities for the department. Rarely needs assistance with conflicting priorities to ensure all deliverables are met. Responsibility to manage own tasks.
- Initiative/Work Ethic - Completes daily work as assigned and will often assist peers with daily work to ensure deliverables are met. Proactively seeks out opportunities for additional departmental work and offers support for projects.
Job Duties/Responsibilities:
- Manages assigned tasks effectively to meet or exceed departmental service goals and partner specific service levels for quality and timeliness.
- Provides clear external and internal communication to clients, financial professionals, Prior Recordkeepers and Implementation Project Managers regarding key events and functions pertaining to plan onboarding.
- Coordinates with plan sponsors and Prior Recordkeepers collection of required information, including but not limited to;
- Participate in interactions with prior record keepers and/or clients as they complete the onboarding process to ensure all required data has been received and loaded.
- Communicate missing information to applicable external parties regarding data necessary to complete the participant setup.
- Ability to reconcile reports from prior record keeper to prepare Reconciliation packages for client signoff.
- Successfully monitor follow-up on assigned items, including seeing problems to resolution and closure. Escalating client trends or issues to appropriate management.
- Train other associates on all responsibilities identified as pertaining to the job responsibilities.
- Participate in file setup calls for both conversion and startup plans to ensure timely and accurate submission of enrollments, contributions, and demographic data required for accurate plan administration.
- Performs updates to various internal tracking systems to ensure accurate tracking of installation milestones.
- Monitors internal department’s completion of tasks, within the implementation plan, by the scheduled date.
- Provides input to Implementation Project Manager and Management on potential client issues or implementation delays.
- Proactively escalates potential risks to appropriate leadership staff that impact either service satisfaction and/or financial liability.
Minimum Qualifications:
- Bachelor’s degree or 5 years of industry experience in financial services or retirement services environment.
- Outstanding client-focused background, demonstrating experience working in a high-paced environment.
- Efficient knowledge of non-qualified deferred compensation plans and plan documents preferred.
- Excellent time management and prioritization skills.
- Excellent written and oral communication skills. The ability to communicate effectively (clear, concise and professionally) with all levels within the Ascensus organization and with external Ascensus clients.
- Outstanding computer literacy with recordkeeping systems and trust systems.
- Excellent knowledge of MS Office software applications, specifically Excel and Access.
- Excellent analytical and problem resolution skills.
- Ability to work in a team environment to ensure common goal of providing exceptional customer service.
- Ability to react to change productively and handle other essential tasks as assigned.
- Ability to work well under pressure with multiple priorities and deadlines in a high-stress environment.
- Ability to work in a fast-paced environment, handling multiple priorities.
Ability to work overtime to meet the needs and cyclical trends of the business organization.
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