Retirement Services Specialist – Processing-UT

Distro•Cottonwood Heights, UT

2d•Onsite

About The Position

The Retirement Services Specialist – Processing manages the accurate and timely processing of payroll contribution submissions and participant transaction requests within 401(k) retirement plans. The role works with internal teams, recordkeepers, clients, and advisors to resolve discrepancies, maintain data integrity, and support efficient retirement plan operations. Regular on-site attendance is an essential job function to enable secure system access, collaboration on sensitive technical matters, operational meeting participation, and hands-on involvement. The specialist responds to participant inquiries, processes contribution and transaction data, conducts identity verification, maintains transaction records, and supports reconciliation, audit, and compliance activities. The role also processes contribution-related mail and deposits, communicates with clients about data issues, and contributes to projects and process improvements. Other job-related duties may be assigned by management.

Requirements

Two years of experience in client-facing customer service and relationship management.
High school diploma or equivalent combination of experience, skills, education, certifications, or job training is preferred.
Proficiency with Microsoft Office applications, including Outlook, Microsoft Teams, Excel, Word, and PowerPoint, and ability to learn other applications.
Competence in computer operations, including data entry, file management, and navigating software platforms accurately and efficiently.
Ability to read and interpret policies, procedures, technical documentation, and other written materials.
Ability to prepare clear and accurate routine reports, correspondence, and documentation.
Effective, professional, and respectful communication with internal teams, external partners, and stakeholders at all organizational levels.
Ability to work under supervision while demonstrating initiative and accountability when completing tasks independently.
Reliability, strong work ethic, integrity, confidentiality, and commitment to accuracy and continuous improvement.
Ability to listen actively, understand client needs, and provide clear guidance on retirement plan features, processes, and compliance requirements.
Ability to remain calm and solution-oriented during escalated or complex situations.
Precision in reviewing plan documents, processing transactions, verifying data, and interpreting regulatory requirements.
Ability to prioritize multiple tasks and deadlines in a fast-paced environment.
Flexibility to support team members and broader service goals, adapt to process changes and regulatory updates, and contribute to a positive team culture.
Ability to explain retirement plan processes and transaction requirements clearly, document work effectively, and collaborate with internal departments, recordkeepers, advisors, clients, and participants.
Ability to communicate with people from diverse cultural backgrounds with awareness and sensitivity.

Nice To Haves

Experience in payroll or employee benefits administration, including 401(k) administration.
Credentials such as American Society of Pension Professionals & Actuaries (ASPPA) or National Institute of Pension Administrators (NIPA), or willingness to earn one within 12 months.

Responsibilities

Respond to participant inquiries by phone and email.
Research and resolve escalated calls from the call center.
Track and process incoming payroll contribution submissions accurately and on time.
Review, process, and approve participant transaction requests according to plan rules and internal procedures.
Verify participant identities for transactions to support compliance and fraud prevention.
Monitor contribution files for errors or discrepancies and coordinate resolutions with internal teams or clients.
Record transaction processing and issue resolution in the ticketing system.
Collaborate with internal departments, recordkeepers, and advisors to process participant transactions accurately and on time.
Contact clients about missing or incorrect payroll data and follow up on corrections.
Assist with reconciling contribution data and deposits to ensure accurate allocation to participant accounts.
Provide documentation and transaction history for audit and compliance efforts as needed.
Process incoming mail and contribution- or transaction-related deposits, ensuring proper documentation and handling.
Participate in department projects and initiatives involving process improvement and system enhancements.
Support team initiatives and project-based work as required.
Build and maintain effective working relationships with team members and peers across disciplines to coordinate communications and client services.
Attend webinars and training to stay current on company and department best practices.
Maintain regular on-site attendance for secure system access, collaboration, meetings, and hands-on work.

Benefits

Medical, dental, and vision coverage.
401(k) retirement plan with company match.
Paid time off, holidays, parental leave, and sick leave as required by applicable state law.
Life insurance.
Short-term disability and long-term disability coverage.
Employee assistance program (EAP).
Flexible spending account (FSA) and health savings account (HSA).
Identity theft protection.
Critical illness, accident, cancer, and hospital protection.
Legal insurance and pet insurance.