Retirement Service Consultant, Client Services - Retirement

Ascensus

20d

About The Position

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Position Purpose: This position provides client service to our partners, intermediaries and plan sponsors. The Retirement Services Consultant will develop and maintain a detailed comprehension of retirement plans and Ascensus products and services with the goal of helping our clients manage their retirement plans appropriately. The Retirement Service Consultant works with the Relationship Manager to deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting.

Requirements

Bachelor’s degree or equivalent work experience.
Minimum 3 years direct client experience and Retirement Services industry experience or thorough knowledge preferred
Excellent written and verbal communication skills.
The ability to communicate effectively (clear, concise and professionally) with all levels within the Ascensus organization, as well as with our client base.
Excellent presentation skills, business etiquette, client service skills and time management.
Demonstrated professionalism in all aspects of the role.
Experience with financial services systems (i.e. recordkeeping, trust, trading); and experience with plan recordkeeping and trust reconciliation.
Proficiency in Microsoft Office software applications, specifically Word and Excel required, Access and PowerPoint preferred.
Excellent evaluation and problem resolution skills.
Knowledge of retirement plans, ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype).
Ability to work in a team environment to ensure common goal of providing exceptional client service.
Ability to work well under pressure with multiple priorities and deadlines in a demanding environment.
Ability to make sound business judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company.
Ability to work extended hours to meet business needs as required.
Quality focus with attention to detail.

Nice To Haves

Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred.

Responsibilities

Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
Maintain and continue to grow detailed knowledge and comprehension of retirement plan rules and Ascensus business and product offerings
Consistently provide a high level of consultative proactive client service in a professional manner.
Develop effective working relationships with team and internal departments in order to provide effective service for our clients.
Successfully identify record and monitor assigned items; includes establishing required action for resolution of client issues.
Ensure inquires and issues are resolved and service levels are met.
Provide thorough, high quality research, problem solving and issue resolution
Provide clients and advisors clear and concise communication regarding services, execution and resolution throughout the service cycle.
Participates in creating a strategy with Relationship manger to ensure client retention.
Identify, document and address risks through exceptional client service.
Communicate with team in order to keep all informed and aid current client strategy.
Assist in the management of vendor relationships on behalf of clients and partner.
Deliver client retention by anticipating client’s needs, recommending changes or actions, in conjunction with the Relationship manager.
Achieve personal and team goals for service levels, growth and retention for assigned book of business.
Identify and document systematically “opportunity plans” working with Relationship Manager on a strategy to mitigate risk.
Proactively communicate with the client and partners regarding all components of service delivery.
Solicit and administer feedback with appropriate internal resources in order to improve the client experience.
Prioritize activities and manage time to effectively and efficiently provide quality client service to our partners and clients.
Ensure that our devotion to our clients are met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
Assess client goals, needs and behaviors to suggest plan, product or functionality changes to improve results for our clients.
Educate client regarding plan features, product capabilities or Ascensus functionality and process.
Develop ideas for improvement and provide feedback/solutions to plan sponsor and financial professional to minimize risk and improve process.
Act in the role as the subject matter expert on specific topics for initiatives with accountability for training and assisting others across departments in area of expertise.
Provide training to members of team as opportunities arise.
Perform other duties and participate in or head special projects as assigned.