Onboarding Consultant

Ascensus • Lake Mary, PA

3d

About The Position

The Onboarding Consultant manages the overall onboarding process for newly sold retirement plans, including start-up plans and takeovers of existing plans. The role manages client and advisor expectations, meets service timelines, and supports a smooth, efficient onboarding experience. It also provides quality control and assurance for plan conversions and account transitions, ensuring responsibilities and tasks follow FuturePlan’s core values and best practices.

The consultant coordinates clients, advisors, and internal departments; tracks onboarding progress and deadlines; helps clients complete required tasks; resolves issues; and escalates risks that may affect service satisfaction or create financial liability. The role also educates clients and financial advisors about ongoing administrative services and provides a thorough hand-off to the service consultant, including identification of open issues. The position requires safeguarding confidential data and demonstrating FuturePlan’s I-Client service philosophy and Core Values: People Matter, Quality First, and Integrity Always®. Other tasks and projects may be assigned.

Requirements

• Bachelor’s degree in Accounting, Business Administration, Mathematics, or equivalent work experience.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Basic knowledge of ERISA and DOL and IRS regulations, and individually designed and prototype plan documents.
• Excellent presentation, telephone etiquette, professionalism, client service, and time-management skills.
• Excellent written and oral communication skills, including the ability to communicate clearly, concisely, and professionally across the organization and with clients.
• Computer literacy with recordkeeping and trust systems, and experience with plan reconciliations.
• Strong analytical abilities, attention to detail, accuracy, and problem-solving ability.
• Ability to work in a team environment toward exceptional customer service.
• Ability to adapt productively to change and handle other essential tasks as assigned.
• Ability to work under pressure while managing multiple priorities and deadlines in a fast-paced environment.
• Ability to make dependable judgments about issues that could create substantial financial or client-relations liabilities if mishandled.
• Strong facilitation, negotiation, and conflict-resolution skills.
• Ability to escalate issues to appropriate organizational levels.
• Ability to work additional hours as necessary to meet business needs.

Nice To Haves

• One to three years of industry experience in financial services or a retirement services environment.
• At least two years of experience with Relius, ASC, FT William, or a similar administration recordkeeping system.

Responsibilities

• Manage an onboarding caseload to meet or exceed departmental service, quality, and timeliness goals, with limited supervision.
• Communicate the roles of the individuals involved in the onboarding process.
• Collaborate with team members to continuously improve implementation processes.
• Coordinate with clients and advisors to review implementation and onboarding documents and facilitate plan installation.
• Communicate onboarding progress to relevant internal departments through regular contact or workflow updates.
• Keep workflow systems or status reports current so stakeholders are informed of onboarding activities and progress.
• Train and assist clients to complete their tasks and resolve issues.
• Ensure internal departments complete tasks by scheduled due dates.
• Provide management with input about client issues and onboarding delays.
• Proactively escalate risks that may affect service satisfaction or create financial liability.
• Participate in solution teams as required to define onboarding processes for new and enhanced services.
• Guide and educate clients and financial advisors about FuturePlan’s ongoing administrative services.
• Hand off clients and financial advisors to the appropriate service consultant, identifying open issues to support a smooth transition.
• Provide accurate qualified-plan information and education to financial partners, financial professionals, and clients by attending Ascensus training sessions and pursuing continuing self-study.
• Protect, secure, and properly handle confidential FuturePlan data to prevent unauthorized access, improper transmission, or unapproved disclosure.
• Demonstrate the I-Client service philosophy and FuturePlan’s Core Values in day-to-day actions.
• Assist with other assigned tasks and projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level