Implementation Coordinator, RPS Product Support Services

Position Summary

The Implementation Coordinator position is responsible for managing the relationship with clients through the implementation of new products, mergers, terminations, ongoing communications, and client transitions between products and services. This position acts as the liaison to evaluate client needs by developing, recommending, and implementing solutions to fit the specialized needs of clients. This position requires IRA knowledge and is primarily responsible for providing operational process support to clients and Ascensus staff.

Job Functions, Essential Duties and Responsibilities

• Protect, secure, and properly handle all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Support the I-Client philosophy and the Core Values of People Matter, Quality First, and Integrity Always® by demonstrating support of our organizational culture.
• Require proficiency in IRA, ESA, and HSA knowledge of compliance issues, the use of the IRAdirect System, and familiarity with ancillary products and services.
• Have an in-depth knowledge of IRA administrative and operational processes.
• Promote the expansion of Ascensus products in the marketplace where appropriate.
• Build and enhance client relationships as it relates to custom product/service solutions including new sale product follow up.
• Serve as client liaison when appropriate.
• Provide technical and operational assistance to clients by responding to operational and technical questions related to IRA Administration and other technology products and services.
• Carefully manage and document the process for program changes, mergers, terminations, or implementation of products and services for clients.
• Manage relationships with clients to ensure customer retention.
• Work with the internal sales staff and technology support staff to consistently identify, meet, and exceed customer needs.
• Identify, review, and analyze discrepancies and questionable procedures within the unit and division and escalate for resolution.
• Maintain the integrity of information in all internal/external Standard Operating Procedures and reference guides.
• Maintain or exceed team service level agreements.
• Recommend continuous improvements to processes identified through daily work with customers, internal teams, and vendors.
• Show quality behavior by maintaining a positive and professional manner at all times.
• Contribute to overall success: Follow all department procedures meeting assigned service standards. Recognize growth opportunities and streamline efficiencies. Provide management with feedback/solutions to avoid errors and provide better service. Assist team with special projects and handle other essential tasks as assigned.
• Attend training and development sessions.
• Increase industry knowledge as well as knowledge of the relationships and business procedures within Ascensus.
• React positively and help implement change.
• Perform other duties and special projects as assigned.

Experience, Skills, Knowledge Requirements

• Average of 2 years customer service and project management experience required.
• Experience with IRA, ESA, and HSA compliance preferred.
• Proficiency in MSOffice software applications, specifically Word and Excel.
• Proficiency in IRAdirect and CRM preferred.
• Previous knowledge of financial services market desirable.
• Project management experience.
• Very strong attention to detail.
• Strong organizational skills.
• Ability to multi-task with competing priorities and coordinate a changing workload on a daily basis.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Ability to work within deadlines.
• Demonstrated customer service skills and strong customer service perspective.
• Potential to use effective listening and problem solving skills.
• Ability to react to change positively and productively.
• Ability to travel.