Alerus

Client Services Representative

• Lead a team to provide superior client service via phone, email, and chat
• Develop and train Client Service Center Associates, monitor performance, and handle elevated client interactions
• Conduct regular call monitoring to ensure a superior client experience
• Coach, motivate and counsel staff on performance including administering disciplinary action when necessary
• Conduct monthly one-on-one meetings with associates to communicate performance expectations and review performance plans
• Deescalate difficult client situations to ensure resolution and client satisfaction
• Maintain in-depth knowledge of Alerus products, services, and processes
• Schedule coverage, and monitor and approve timecards
• Ensure employees are appropriately trained and conduct monthly training sessions

Client Service Center Supervisor – Retirement & Benefits

Operations

• Serve as point of contact and support for all facets of fund adds and transfers.
• Coordinate complex large fund, or advisor changes.
• Participate in meetings and ensure all required documentation is updated accurately and timely.
• Responsible for understanding, calculating, and trading complex corrections for all correction types.
• Research and determine error origination, provide guidance internally regarding best practice for corrections, partner with other department leaders to prevent future occurrences, and find commonalities for training purposes.
• Ensure all regulations set by the IRS, DOL and ERISA are followed.
• Responsible for accurate and timely dividend posting to ensure deadlines are met.
• Communicate accurately, efficiently, and professionally with both internal and external clients.
• Identify and implement process improvements that enhance the client experience and build scale.
• Create, update, and maintain written procedures in Alerus procedure (R&R) database.
• Gain and maintain an advanced level of knowledge encompassing all systems and process that pertain to the position.
• Maintain compliance knowledge of regulations, policies, and procedures.
• Foster a positive work environment and support co-workers in achievement of goals.
• Treat all co-workers with professionalism and respect.
• Actively participate in company, department, and team meetings by providing insight, contributions, and feedback.

Retirement Operations Specialist

Analyst

• Responsible for contribution file integration between vendors and Alerus via Secure File Transfer Protocol (SFTP) and Application Programming Interface (API).
• Effectively manage contribution file integration process through various stages of implementation.
• Maintain a client focus, work with internal and external stakeholders to resolve format discrepancies and deliver a superior client experience.
• Drive integration projects by using project management and problem-solving skills.
• Manage integration tracking database, maintain accurate records of outstanding requests for quality assurance and to provide transparency to all stakeholders.
• Ensure core system integrity by performing thorough review of test files, analyze and validate file format and mapping.
• Troubleshoot and assist clients and vendors to resolve issues with varying degrees of complexity.
• Build and cultivate strong working relationships with vendors and clients to gain their support and solidify their continued business.
• Collaborate with various functional groups to provide client issue resolution in a timely manner.
• Participate in projects and work with IT resources and other business partners as needed to enhance current processes and systems.
• Maintain a moderate level of knowledge encompassing all retirement systems, processes, and policies that pertain to the position.
• Complete regulation, compliance, and additional training as assigned timely.
• Continually improve processes that enhance the client experience and build scale.
• Identify exceptions and collaborate with internal departments or supervisor to resolve.

Retirement Contribution Integration Analyst

Implementation Specialist

• Responsible for accurate and timely plan and investments set-up on the recordkeeping system.
• Work with team members to obtain plan detail in order to import and reconcile conversion data accurately and timely.
• Responsible for review of work to ensure plan conversion is accurately implemented.
• Responsible for appropriate escalation of conversion related issues and/or concerns.
• Ensure employer reports and participant statements are accurate and delivered timely after completion of plan conversion.
• Recognize and communicate special plan needs to permanent service team to ensure successful transition of the plan.
• Understand how the recordkeeping and ancillary systems operate and report information to effectively setup and transition new plans.
• Build subject matter expertise on retirement system processes and regulations.
• Actively participate in meetings for the company, department, and team.
• Gain experience and knowledge encompassing all systems and process that pertain to the position.

Retirement Operations Implementation Specialist I

Compliance

• Compliance Administrators serve as subject matter experts in the retirement compliance administration space.
• Most administrators operate within a queued work environment, utilizing Salesforce to manage and delegate tasks efficiently.
• While this role is generally non-client facing, senior compliance administrators may occasionally engage with clients via email or meetings when needed.
• Compliance Administrators focus on specific components of the overall compliance process and may not support a plan from start to finish.
• Their expertise ensures accuracy and adherence to regulatory requirements across various tasks within the compliance function.
• In this queued work environment, you will play a crucial role in supporting the client-facing team by delivering prompt, accurate, and thorough communication related to higher complexity retirement plan administration and compliance.
• Engage with the client as needed and handle escalations within the team.
• This role involves a mix of administrative and technical tasks, with a strong focus on supporting compliance testing, Form 5500 preparation, and other regulatory requirements.
• Collaborate closely with internal teams to ensure accurate data handling and adherence to deadlines, helping to maintain the operational integrity of each retirement plan.
• Partner with senior team members for peer reviews and may provide some peer review support to level I/II administrators.
• Assist on projects that impact the Compliance Administration area.

Senior Retirement Compliance Administrator

Account Executive

• Network with channel partners, including brokers, prospects, and other industry professionals to identify and pursue new Health and Welfare sales opportunities.
• Establish and nurture strong relationships with channel partners, including brokers and other industry professionals.
• Develop and maintain a high level of knowledge of Health and Welfare benefit administration services, including Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Health Reimbursement Arrangements (HRA), Lifestyle Spending Accounts (LSA) and Consolidated Omnibus Budget Reconciliation Act (COBRA).
• Achieve and exceed assigned sales targets for Health and Welfare services.
• Monitor and track sales activities, data and metrics efficiently and accurately using Salesforce, and track progress toward sales goals, adjusting strategies as necessary to meet performance objectives.
• Implement company sales strategies to expand market reach and enhance service/brand loyalty.
• Collaborate with other Alerus teams to align efforts with broader organizational objectives.
• Lead the preparation and fulfillment of RFPs, meetings and sales presentations, ensuring timely, professional and accurate completion.
• Represent the company at industry events, trade shows and benefit fairs.

Client Service Center Supervisor – Retirement & Benefits

Retirement Operations Specialist

Retirement Contribution Integration Analyst

Retirement Operations Implementation Specialist I

Senior Retirement Compliance Administrator

Sales Consultant