Technical Lead, Document Services

Ascensus

full-time

Posted on: 9/4/2025

Location: Pennsylvania • 🇺🇸 United States

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Senior

About the role

Provide employer plan documents for qualified retirement plans as part of Ascensus Document Services
Serve as Subject Matter Expert (SME) for Document Services in product, project, and workflow initiatives
Proactively manage components of the plan document process to ensure timely, accurate delivery of plan document packages for employer signature
Handle automated/mass processes and identify and implement additional automation opportunities
Act as SME in project/product meetings, assist in documentation and training, and coordinate updates to procedural documentation
Manage plan document events and tasks including needs assessment review, service definition, and coordination with multiple parties
Collaborate with leadership to continuously improve and automate document processes and provide input on client issues and reports
Proactively escalate potential risks impacting service satisfaction or financial liability
Mentor and coach Document Services staff and provide one-on-one and group training
Facilitate process improvement initiatives including analysis, testing support, quality controls, and procedural documentation
Protect, secure, and properly handle confidential data to prevent unauthorized access or disclosure
Design and supervise automated document processes and manage 3-5 document projects with timelines and/or budgets

Bachelor’s degree in Accounting, Business Administration, Mathematics, or equivalent work experience
Minimum of 3 years of industry experience in retirement services environment including client services experience
Strong knowledge of retirement plans, ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype)
Strong presentation skills, telephone etiquette and professionalism, client service skills and time management proficiency
Excellent written and oral communication skills
Ability to communicate effectively (clear, concise and professionally) with all levels within the Ascensus organization and clients
Computer literacy with recordkeeping systems and trust systems; experience with plan document generation systems preferred
Proficiency in MSOffice software applications, specifically Word, Excel, Access, and Visio
Strong analytical and problem resolution skills
Ability to work in a team environment to ensure exceptional customer service
Ability to work well under pressure with multiple priorities and deadlines
Ability to make dependable judgments on issues with potential financial and client relations liability
Strong facilitation, negotiation, and conflict resolution skills
Ability to escalate issues to appropriate organizational levels
Ability to facilitate meetings and document findings