Senior Associate, Employer Services

TEKsystems•Upper Merion Township, PA

7d•$29 - $31•Hybrid

About The Position

We're seeking a customer-focused Senior Associate, Employer Services to support retirement plan sponsors, advisors, and employer clients by delivering exceptional service and issue resolution. This role serves as a key point of contact for clients, managing inquiries, troubleshooting concerns, and collaborating across internal teams to ensure a seamless client experience. The ideal candidate is a strong communicator with a passion for customer service, financial services knowledge, and the ability to think critically, solve problems, and build trusted client relationships.

Requirements

Bachelor's degree preferred or equivalent professional experience.
2+ years of customer service, client services, account management, or financial services experience.
Strong verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Excellent problem-solving, critical thinking, and organizational skills.
Proficiency with Microsoft Office and client management systems.
Strong attention to detail and follow-through.

Nice To Haves

Experience supporting retirement plans, 401(k) plans, or employer-sponsored benefit plans.
Experience in financial services, wealth management, investment services, or retirement administration.
Experience managing client accounts or books of business.
Familiarity with service ticketing systems and CRM platforms.

Responsibilities

Support a book of business consisting of retirement plan advisors and sponsors, ensuring servicing needs are met.
Respond to high volumes of inbound phone calls and email inquiries from clients.
Serve as the primary point of contact for client issues, questions, and account administration needs.
Collaborate with internal teams to resolve client concerns and provide timely updates.
Identify and resolve service requests during initial client interactions whenever possible.
Manage client expectations regarding processes, timelines, and service standards.
Create, track, and update service tickets to ensure timely resolution.
Document client interactions and account updates accurately within company systems.
Participate in client conference calls and provide updates on plan status and issue resolution.
Host or moderate webinars, guide clients through portal functionality, and answer participant questions.
Escalate complex concerns to management, Legal, or Compliance teams when appropriate.
Share client feedback and trends to help improve products, services, and overall client experience.