Account Specialist - Retirement

About the role

The Account Specialist provides exceptional customer service to plan sponsors and participants by using sound judgment to analyze, interpret, and process an extensive range of inquiries and transactions. The Specialist ensures compliance with IRS regulations and DOL requirements when administering GuideStone’s employer-sponsored retirement plans. This role requires understanding the details of a complex recordkeeping system and multiple software applications to maintain the integrity and security of personal and financial data for plan sponsors and participants.

Responsibilities

• Process financial transactions that potentially have a high financial impact and risk for participants, employers, and GuideStone.
• Exhibit strong customer service skills when communicating with plan sponsors and participants.
• Gain proficiency with GuideStone’s recordkeeping system, the customer information system, and other supporting applications.
• Analyze, research, manage, and process transactions over an extensive range of participant and employer requests while maintaining the integrity of confidential financial and personal account data.
• Verify that all documentation requirements are met before processing transactions, including review of legal documents such as divorce decrees to ensure proper authority exists.
• Counsel plan sponsors and participants to resolve issues and provide specific retirement plan financial education.
• Assist the Retirement Customer Solutions department with overflow calls as needed, ensuring a seamless customer experience.
• Act as an available and reliable resource for other GuideStone employees and stakeholders.
• Analyze corrective or alternative actions to resolve plan operational failures.
• Ensure quality control by verifying transactions processed by peers.
• Update communication materials for the department, including printed materials, manuals, and procedures based on marketing needs, regulation requirements, or changing environments.
• Work closely with the Brand Management department to update manuals and communication materials, including making suggestions related to appearance or wording.
• Periodically review the department’s procedures, making content suggestions and necessary processing updates.
• Collaborate with Legal and Compliance departments to ensure policies and procedures accurately reflect regulations governing GuideStone’s retirement plan administration.
• Employ strong grammar and business writing techniques when composing, prioritizing, and organizing large amounts of information for various applications, communication materials, and procedures.
• Provide ownership and maintenance for the Retirement Services SharePoint site, business recovery documents, letters, forms, and administration manuals.
• Communicate changes regarding printed materials and procedures that may affect other departments within the organization.
• Serve as a resource for all areas of GuideStone regarding Retirement Services communication materials.
• Prioritize and monitor daily tasks and workflow. Overtime as required, and other duties may be assigned.

Requirements

• Bachelor’s degree or equivalent work experience.
• Proficient PC skills in MS Office and all other applicable GuideStone applications.
• Ability to understand and interpret multiple plan documents, policies, procedures, legal requirements, and retirement plan concepts.
• Strong analytical skills and independent decision-making ability.
• Strong verbal and written communication skills to effectively communicate with plan sponsors and participants.
• Strong attention to detail.
• Good organizational and planning skills.
• Ability to maintain the highest standard of customer service, communicate professionally under adverse circumstances, and resolve customer complaints and issues.
• Ability to adapt to a changing environment and handle stress effectively.
• Ability to understand a daily valuation environment (e.g., calculating shares, dividends, capital gains, and earnings).
• Knowledge of GuideStone-specific employer-sponsored retirement plans, IRAs, and personal investments.
• Familiarity with the broader employer-sponsored retirement plan industry.
• Ability to complete tasks, projects, and research as delegated by management.
• Basic knowledge of tax reporting concerning distributions, cash withdrawals, or loan defaults, as they apply.
• Ability to work comfortably and interact professionally with others in a team environment.
• Demonstrates integrity and complete confidentiality regarding GuideStone business matters.

Benefits

• Generous benefits package.
• Flexible work schedules.
• Opportunity to be involved in community outreach.
• Tuition reimbursement.