Retirement Services Specialist - UT, On Site

Vensure Employer Solutions•Cottonwood Heights, UT

2d•Onsite

About The Position

The Retirement Services Specialist – Participant Service, provides dedicated support to 401(k) plan participants, addressing a wide range of inquiries related to account access, distribution options, and other plan related matters. This role handles incoming emails, as well as escalated calls from the call center, working to resolve complex issues with accuracy and empathy.

Requirements

Strong customer service skills, with a professional and solution-oriented approach
Excellent written and verbal communication skills
High attention to detail
Organizational and time management skills
Problem solving skills
Proficiency with Microsoft Office, especially Excel, Word, and Outlook
Skilled in multitasking across multiple platforms in a fast-paced environment
Team player mentality, with a collaborative and adaptable approach to supporting broader service goals.
High School Diploma or equivalent is required
Customer service experience is required

Nice To Haves

Payroll or employee benefits experience, including 401(k), is a plus
ASPPA/NIPA Credentials a plus, but not required

Responsibilities

Respond to participant inquiries via phone and email.
Research and resolve escalated calls from the call center.
Track and process incoming payroll contribution submissions, ensuring accuracy and timeliness.
Review, process, and approve participant transaction requests in accordance with plan rules and internal procedures.
Conduct identity verification for participant transactions to ensure compliance and prevent fraud.
Monitor contribution files for errors or discrepancies and coordinate resolution with internal teams or clients.
Maintain detailed records of transaction processing and issue resolution in the ticketing system.
Collaborate with internal departments, recordkeepers, and advisors to ensure timely and accurate processing of participant transactions.
Communicate with clients regarding missing or incorrect payroll data and follow up to ensure timely corrections.
Assist with reconciliation of contribution data and deposits to ensure proper allocation to participant accounts.
Support audit and compliance efforts by providing documentation and transaction history as needed.
Process incoming mail and deposits related to contributions and transactions, ensuring proper documentation and handling.
Participate in department projects and initiatives related to process improvement and system enhancements.
Support team initiatives and project-based work as required.
Perform other duties as assigned by supervisor.

Benefits

Health Insurance: Medical, dental, and vision coverage
Retirement Plan: 401(k) with company match
Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
Life insurance
Short term disability
Long term disability
Employee assistance program (EAP)
Flexible spending account (FSA)
Health savings account (HSA)
Identity theft protection
Critical illness
Accident
Cancer
Hospital protection
Legal and pet insurance.