Definiti LLC

Billing Specialist

• Process client invoices in volume
• Work closely with internal and external clients
• Establish billing parameters upon receipt of a new or updated client contract
• Create client invoices accurately and timely that correspond to the terms of the contract
• Consistently review and confirm invoice details across requisite systems
• Apply credit memos as needed with documentation
• Respond timely to client inquiries
• Track & Report A/R Aging to clients
• Assist Collection Specialists on aged client invoices
• Research discrepancies and provide audit support & schedules as needed

Manager

• Lead and mentor a team of professionals to ensure high performance, engagement, and daily operational execution aligned with SOPs and SLAs
• Provide day-to-day oversight, guidance, and support to the team to ensure timely, accurate, and high-quality service execution
• Manage the delivery of 3(16) fiduciary services, ensuring all client and plan-related activities are completed in accordance with defined processes, service expectations, and regulatory requirements
• Serve as the first point of escalation for client and operational inquiries, partnering with team members to resolve issues effectively and maintain a high-quality client experience
• Ensure timely and accurate processing of key functions such as eligibility review, contribution monitoring, distribution approvals, and plan amendments
• Oversee key operational deliverables, including government filings (e.g., Form 5500) ensuring deadlines and quality standards are consistently met
• Conduct regular team meetings, workflow reviews, and performance discussions to reinforce accountability to service standards and foster a collaborative work environment
• Ensure adequate training and development opportunities for team members to maintain compliance expertise
• Partner with internal teams to coordinate service delivery and resolve complex issues
• Conduct regular client reviews to assess service satisfaction and identify opportunities for improvement
• Stay abreast of regulatory changes affecting 3(16) fiduciary services and ensure timely integration into team processes and service delivery
• Monitor and manage risks associated with plan operations, ensuring compliance with all applicable laws and regulations
• Act as a liaison with legal and compliance teams to address fiduciary and operational matters.
• Develop and deliver regular reporting on service delivery performance, team metrics, SLAs, and operational risk indicators to leadership

Service Manager

• Own and manage a national production quota focused on activity generation, qualified opportunities, and proposal volume
• Drive targeted outbound activity to build pipeline and increase proposal flow across channel partnerships
• Develop and execute channel strategies and campaigns in partnership with the Definiti Sales team
• Identify and prioritize high-potential wholesalers, advisors, and regional opportunities to accelerate growth
• Engage and educate partners through outreach, training, and coordinated business development efforts
• Partner with Sales to transition qualified opportunities into active proposal and sales processes
• Track channel performance, opportunity flow, and proposal metrics to ensure consistent production against goals
• Coordinate cross-functionally with onboarding, compliance, operations, and sales to support execution and client experience
• Represent Definiti at industry events and partner meetings to expand presence and generate new opportunities

Channel Manager

Sales

• Wholesale Definiti retirement solutions in assigned region
• Develop new financial advisor relationships that will generate proposals and sales in assigned region
• Obtain sales goal in assigned territory by prospecting new clients
• Maintain a network of advisors, consultants, platform wholesalers, DCIO partners, and other retirement service-focused professionals
• Foster plan sponsor relationships through direct meetings with key contacts and partners
• Manage travel, entertainment, and distribution partnership budgets where necessary
• Manage a territory of targeted relationships
• Maintain appropriate data to analyze challenges, success, and opportunities
• Partner with leadership to create and implement strategies for accelerated growth

Regional Sales Director

Customer Success Manager

• Lead, mentor, and coach a team of CSMs
• Establish clear performance expectations, KPIs, and development plans
• Conduct regular 1:1s, performance reviews, and career progression planning
• Foster a culture of accountability, collaboration, and client-centric thinking
• Support onboarding and training of new CSM team members
• Oversee client portfolios to ensure high-quality service delivery and client satisfaction
• Act as an escalation point for complex or at-risk client relationships
• Partner with CSMs on strategic accounts to drive retention and growth opportunities
• Monitor client health metrics and proactively address risks
• Ensure consistent execution of client engagement strategies and service models
• Establish standard processes, workflows, and best practices across the CSM team
• Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks)
• Drive adoption of tools and systems that support scalability
• Analyze trends and provide insights to leadership
• Deliver regular reporting on team performance and client health
• Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience
• Provide feedback loops on client needs, product/service gaps, and process improvements
• Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts

Client Success Manager

Administration

• Manage a team of 8 to 15 retirement plan administrators
• Motivate, lead, and support team members to provide excellent customer service while meeting internal and regulatory deadline
• Interface with other DC Administration Managers on a regular basis to coordinate continuous and holistic process improvement
• Clearly document processes and update as needed
• Assist and support company goals and objectives
• Resolve and provide solutions for internal questions and issues that arise within team
• Communicate with clients, financial advisors, CPAs, and other professionals on escalated service or compliance related items regarding your team
• Develop alternatives that will improve efficiency, make recommendations for changes, and assist in implementing changes to the DC administration team
• Train and mentor staff members. Be a subject matter expert in compliance testing and industry knowledge
• Monitor team productivity and deadlines
• Assist team with FTW and Pension Pro software related questions surrounding plan administration
• Point of contact for a small block of key client relationships on the team
• Review and consult on plan sponsor requests and administration
• Lead special projects and initiatives as needed
• Perform annual performance reviews and set personal goals for team members to achieve

Defined Contribution Administration Manager

Account Executive

• Drive cross-sell of 3(16) fiduciary services into Definiti’s existing client base to achieve assigned ARR quota
• Proactively identify opportunities through Client Relationship Management (CRM) pipeline analysis, existing client reviews, internal referrals from Client Success, Retirement Plan Consultants, and Regional Sales Directors
• Execute outbound call campaigns and targeted outreach strategies to drive awareness and generate opportunities
• Engage with financial advisors, plan sponsors, and internal stakeholders to position 3(16) services and value proposition
• Partner with Regional Sales Directors and internal teams to advance opportunities through the sales cycle
• Prepare proposals, pricing scenarios, and cost analysis aligned to ARR targets
• Lead prospects through the sales process including discovery, solution positioning, proposal delivery, and closing
• Ensure timely and accurate completion of all required sales documentation and client agreements
• Maintain accurate and up-to-date pipeline activity, deal status, and revenue forecasting in CRM
• Ensure smooth transition of closed business to implementation and service teams
• Deliver responsive, professional service to all inbound sales inquiries and internal requests

Internal Sales Consultant

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