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About the role
Key responsibilities & impact- Management of TPA and direct client relationships focusing on Silver service model Cash Balance plans to foster strong client retention and create “raving fan” clients.
- Manage and negotiate workflow of client projects ensuring client expectations are effectively established and met.
- Manage a book of business as defined in the annual goals.
- Request and follow-up data, trust, documents, and other information needed to complete our work in a timely fashion and minimize rushes.
- Assign appropriate tasks in Workflow and manage due dates with clients and specialists.
- Monitor Workflow reports for routine follow up tasks.
- Work with assigned Specialists to ensure Normal Recurring Services is completed within our service standards.
- Work with assigned Specialists to ensure Other Services are completed by agreed upon due date with client.
- Provide answers and solutions to problems Specialists encounter.
- Ensure all client phone calls and emails are responded to within the same business day but no later than 24 business hours.
- Build strong relationships with each client and TPA and ensure needs are being met.
- Manage changes of client needs and expectations and changes taking place within client’s firm.
- Be the main contact for our clients, advisors, CPAs and attorneys who are involved with the plans for strategic plan issues.
- Be the first to be contacted by a client when they have consulting/strategic issues regarding the plans.
- Identify and define clients’ problems. Listen for issues that client is facing and find appropriate solutions for them.
- Achieve above 9+ average ratings on client survey forms.
- Maintain a good relationship with each client.
- Draft client communication materials including email templates and client memos.
- Seek out value add occasions by looking for opportunities to provide additional services to clients and bill for those services.
- Prepare Client Authorization Forms for additional special service projects.
- Prepare and send client communications regarding events or issues, including changes in the law and regulations that may affect their plans.
- Enter consulting time in time keeping system daily.
- Ensure client service agreements are up-to-date.
- Complete billing by processing assigned invoicing within 5 business days of receipt from Accounting.
- Communicate and resolve billing issues with senior management.
- Collect outstanding invoices by working with Accounting.
- Monitor the Aging report and follow up when talking with the client and outstanding invoices. Ideal days-sales-outstanding (DSO) is less than 35 days.
- Attend appropriate training sessions to stay abreast of current pension law and retirement industry practices.
- Keep current on all aspects of retirement plan consulting by reading circulated emails and papers on technical/investment issues.
- Provide back up to other teams as assigned.
- Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus.
Requirements
What you’ll need- Minimum five years of experience in the retirement plan industry.
- Excellent understanding of plan administration, compliance testing and pension law.
- Ability to work independently and be comfortable making decisions on client issues.
- Good business sense to understand clients’ business needs.
- Excellent verbal and written communication skills, including the ability to communicate technical ideas.
- Strong computer skills (Windows, Word, Excel).
- Detail-oriented and accurate.
- Self-starter who will take responsibility for completing tasks in a timely fashion.
- Ability to juggle multiple tasks and prioritize.
- Commitment to ongoing retirement industry related education.
- Team player with a positive, friendly attitude and a strong desire to grow with the firm.
- Strong administrative and organizational skills.
- Professional phone manner and excellent interpersonal skills.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
plan administrationcompliance testingpension lawclient communicationbilling processingdata managementworkflow managementclient service agreementsinvoicingretirement plan consulting
Soft Skills
verbal communicationwritten communicationdecision makingbusiness acumendetail-orientedself-startertime managementteam playerinterpersonal skillsorganizational skills