Retirement Plan Account Manager (HYBRID OR REMOTE)

Equitable•Syracuse, NY

5h•Hybrid

About The Position

At Equitable, we help clients secure their financial well-being so they can pursue long and fulfilling lives - a mission we’ve honed since 1859. Equitable is looking for a Retirement Plan Account Manager to support our Silver Tiered Retirement Plan Advisors and Plan Sponsors. We are committed to delivering the highest level of support, ensuring that we meet the unique needs of our valued clients. At Equitable, we’re a team committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives. We turn challenges into opportunities by thinking, working, and leading differently – where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities. We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork. We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose.

Requirements

Associates Degree
2+ years of customer experience working in fast paced environment.
Microsoft Office Suite with focus on Excel.
Demonstrated written and verbal communication skills.
Ability to problem solve independently.
ASPPA Retirement Plan Fundamentals coursework required. This course must be taken and passed within 12 months of hire date.
Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience (Communicating Complex Concepts).
Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution (Customer Support Function).
Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker (Listening).
Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation (Managing Multiple Priorities).
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations (Problem Solving).
Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions (Relationship Building).
Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone (Telephone-Based Customer Servicing).

Responsibilities

Provide day to day plan administration support to plan sponsors, advisors, and Third-Party Administrators, acting as liaison between plan sponsors and various internal groups.
Ensures response to all inquiries via email and toll-free incoming calls within SLA.
Responds to inquiries on a variety of issues supporting day to day plan administration. i.e.: contribution processing, plan amendments, withdrawal/loan provisions.
Able to interpret and articulate basic retirement plan provisions from plan documents, summary plan documents, and related plan materials to assist plan sponsor with ensuring accuracy and compliance with regulations.
General understanding of product, fees, systems, and applicable IRS and DOL regulations.
Responsible for promoting collection and completion of compliance testing.
Works with clients to resolve basic operational or compliance issues.
Provide Employer Plan website support for new plan web walkthroughs, ongoing Plan, FP and TPA support.
Knowledgeable of web features, reporting functionality and online capabilities.
Provides support to case resolution services such as review, investigate, analyze and recommend resolution to complex service inquires including customer complaints in accordance with regulatory agency (SEC, NASD, and State Insurance Dept.) guidelines, legal requirements as required.
Communicate with clients, management, and legal counsel on potentially litigious situations.
Must support incoming toll-free inquiries minimum of 75% per day.
One late night required per week – regularly scheduled, service is open until 7pm ET M-Th, 5pm ET Fri