Retirement Income - Account Representative

National Insurance Services•Brookfield, WI

12d

About The Position

Under the direct supervision of the VP of Retirement Income, this position provides quality and timely customer service to current Retirement Income clients of National Insurance Services through in-person visits, virtual meetings, and telephone calls. Other aspects of the role include identifying and closing additional growth opportunities, participant education, and compliance review. This position supports an entire range of Retirement Income products, including Health Reimbursement Arrangements (HRAs), Health Savings Accounts (HSAs), 403(b) Special Pay Plans, Trust, Flexible Spending Accounts (FSAs), and Individual Coverage HRAs (ICHRAs). This position will require the attainment of Life & Health insurance license for each of the states in the assigned region. This position will also require attainment of the Securities Industry Essentials (SIE) exam, Series 6, and Series 63. This position will be based in the WI Home Office, located in Brookfield, WI, or the MN Regional Office in Eden Prairie, MN. This position will require 30%-50% of travel throughout western WI. Normal Working Hours and Days: Monday through Friday; 8:00 a.m. to 5:00 p.m. (or as mutually agreed to by the parties); requires travel 30%-50% of the time, including potential overnight stays, and will therefore, at times, require non-traditional hours. Physical Requirements: Ability to travel by car, plane, or other common means of transportation up to 30%-50% of the time. Position is primarily sedentary in nature with relatively equal amounts of sitting, standing, and walking. Infrequent light physical effort may be required.

Requirements

Two years of experience in customer service, preferably in an employee benefits-related capacity, or any combination of education and/or experience that would provide the equivalent background.
Ability to read and interpret plan language and effectively communicate policy language and intent to customers.
Demonstrated analytical skills.
Must have a high aptitude for problem identification, investigation, and resolution.
Must possess a high level of positive interpersonal skills and negotiation skills.
Exhibit poise, tact, and diplomacy both to internal and external customers.
Proficient in Word, Excel, Outlook, and Adobe Acrobat.
Proven capacity to learn software programs developed in-house.
Must have excellent command of the English language, oral and written.
Moderate mathematical skills are required.
Excels in a fast-paced environment with demonstrated ability to prioritize multiple competing demands.
Possesses excellent organizational skills.
Willingness and enthusiasm to learn and apply concepts around new products, services, and procedural enhancements.
Ability to work and make decisions independently and within a team environment.
Health and Life Insurance licenses preferred or the ability to obtain and maintain the licenses within 90 days of the hire date. Study materials to be provided, if needed.
Securities Industry Essentials (SIE), Series 6, and Series 63 licenses preferred or the ability to obtain and maintain the licenses within 180 days of the hire date. Study materials to be provided, if needed.
Must have a valid driver’s license and current auto insurance coverage.
Ability to travel up to 30%-50% of the time and accommodation of overnight stays (~5-10 nights per year).

Nice To Haves

Experience with medical spending accounts, such as VEBAs, HRAs, HSAs, FSAs, and 403(b) plans preferred.

Responsibilities

Serve as the main point of contact for service for our Retirement Income clients.
Provide service and support to assigned caseload through onsite visits, virtual meetings, and phone calls. Performance will be partially based on the number of visits and calls completed.
Review current plan documents to ensure they’re up to date and in compliance with current IRS regulations and ACA.
Prepare and execute amendments as needed based on plan design and regulatory changes.
Implement newly sold cases, including preparing and executing plan documents, facilitating an implementation call with the client, providing employee/retiree education, and ensuring a smooth transition from the sales team to the service team.
Identify and close additional opportunities and track them in CRM to help drive business growth.
Work collaboratively with the sales team to discuss opportunities and additional applications for the client.
Serve as liaison between clients, the internal service teams, and the third-party administrator (TPA) to ensure clients’ inquiries are addressed in a timely manner and any issues are resolved in a timely and effective manner.
Serve as a compliance liaison, including providing IRS/ACA guidance to clients, reviewing employee contract/benefit language, and providing reports as necessary to comply with audit requests.
Conduct employee and retiree meetings to educate participants about the plan(s).
Respond to frequent client and participant inquiries, including questions regarding plan design, contributions, compliance, etc., via telephone and email.
Collaborate with various TPA partners to ensure clients’ needs are adequately met.
Collaborate with the VP of Retirement Income and the sales team to identify new sales opportunities and service enhancements.