Definiti LLC

Business Analyst

• Elicit, analyze, and document business requirements from stakeholders; translate requirements into user stories, process maps, and functional specifications for the development team
• Facilitate Agile ceremonies including sprint planning, backlog grooming, and retrospectives; partner with the development team to ensure requirements are understood and properly scoped
• Model and document current-state (as-is) and future-state (to-be) business processes using standard notation (e.g., BPMN, swim lane diagrams) to identify gaps, inefficiencies, and improvement opportunities
• Collaborate closely with Software Engineers and QA Testers on the same project team to ensure seamless handoff between requirements, development, and testing phases.
• Maintain and prioritize the product backlog; work with product owners to define acceptance criteria and ensure user stories are ready for development
• Conduct root cause analysis and process audits; recommend and implement process improvements that enhance efficiency, reduce errors, and improve the end-user experience
• Develop and maintain process documentation, SOPs, training materials, and business rule repositories to support knowledge continuity
• Support UAT (User Acceptance Testing) coordination, working alongside QA Testers to validate that delivered solutions meet business requirements
• Facilitate stakeholder meetings, working sessions, and demos; communicate project status, risks, and changes clearly to both technical and non-technical audiences
• Identify and escalate risks or issues that may impact project delivery; propose mitigation strategies in collaboration with project leadership
• Stay current on industry trends, process improvement methodologies (Lean, Six Sigma), and relevant technology advancements

Call Center Representative

• Providing outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans
• Assisting with answering questions about account balances
• Helping to make withdrawals, transfer funds, or find additional resources
• Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members
• Taking participant calls and providing accurate, satisfactory answers to their queries and concerns
• De-escalating situations involving dissatisfied customers, offering patient assistance and support
• Responding promptly to participants after thoroughly researching their questions
• Collaborating with other call center professionals to improve customer service
• Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers)
• Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites)
• Determining plan eligibility

Participant Service Center Representative – Inbound Call Center

Customer Success Manager

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business.
• Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements.
• Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools.
• Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments as needed.
• Assist in the cross-selling of complimentary Definiti services.
• Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities.
• Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed.
• Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service.
• Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues.
• Maintain accurate documentation and records for compliance and audit purposes.
• Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals.
• Identify and engage with high-risk clients to mitigate any controllable client losses.
• Contribute to the ongoing development and refinement of Client Success Manager processes and best practices.
• Play an active role in POD effectiveness and client retention.
• Mitigate risk and client issues by anticipating and identifying issues before escalation.

Client Success Manager II – Retirement Plans

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business
• Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements
• Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools
• Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments if needed
• Assist in the cross-selling of complimentary Definiti services
• Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities
• Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed
• Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service
• Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues
• Maintain accurate documentation and records for compliance and audit purposes
• Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals
• Identify and engage with high-risk clients to mitigate any controllable client losses
• Contribute to the ongoing development and refinement of Client Success Manager processes and best practices
• Lead POD-level coordination and continuity of client experience
• Coach and mentor CSMs across PODs
• Identify service gaps and process improvements
• Partner closely with Sales, Operations, and Leadership on retention strategies

Client Success Manager III – Retirement Plans

Inside Sales

• The Internal Sales Wholesaler will support the sales team and organization to achieve documented revenue goals through intermediaries such as Financial Advisors, Recordkeeper Wholesalers and CPAs.
• Create and implement outbound call campaigns to drive awareness in assigned regions.
• Identify and develop new financial advisor relationships in assigned territory through marketing campaigns and outbound calls.
• Participate in point-of-sale meetings with prospects, advisors, and/or wholesalers.
• Effectively communicate Definiti’s value proposition, products, processes and fees to prospects and referral sources.
• Deliver high quality, responsive service to all inbound requests for retirement plan product information and sales support.
• Prepare new business proposals and provide cost analysis for all lines of business (Defined Contribution, Defined Benefit, 3(16) Fiduciary Services, Recordkeeping, Solo(k) plans).
• Determine custom pricing required to meet minimum annual required revenue (ARR).
• Lead advisors and prospective clients through completion of required sales documentation.
• Review of client service agreement, plan specifications checklist and client information form to confirm all needed data is received in good order.
• Follow up with assigned Sales Consultants to ensure smooth transition of new business paperwork.
• Management of prospect illustration process to ensure delivery deadlines are met.
• Maintain key data points in client database CRM system.
• Ensure smooth transition from sales to implementation.

Internal Sales Wholesaler

Actuary

• Request, organize, and review Plan & Participant data
• Review & Reconcile Plan Asset Data
• Review Plan document and establish plan specifications within the ASC valuation system
• Prepare Annual Valuations in ASC for review and approval by Actuary
• Perform CB/401(k) Combo Annual IRS Coverage and Non-Discrimination testing (401a4, 410b, 401a26)
• Preparation of benefit calculations for terminated/retiring participants including calculation of optional forms of payment
• Plan Termination calculations for PBGC and non-PBGC covered Defined Benefit Plans
• Monitor and prepare Required Minimum Distribution calculations
• Prepare Government Form 5500s, Schedule SB, PBGC premium filing, 8955-SSA
• Complete Cash Balance/Defined Benefit Plan Projections upon request
• Work closely with RPC (Retirement Plan Consultant) to service case of Cash Balance/401k Combination Plans.

Business Analyst

Participant Service Center Representative – Inbound Call Center

Client Success Manager II – Retirement Plans

Client Success Manager III – Retirement Plans

Internal Sales Wholesaler

Actuarial Analyst – Combo Plans