Retirement Service Consultant

Position Purpose

The Client Services Consultant provides client service to Ascensus partners, intermediaries, and plan sponsors. They demonstrate knowledge of retirement plans and Ascensus products/services to solve complex plan issues and deliver consultative service. They also serve as a technical resource, coach, and mentor to colleagues.

Essential Duties and Responsibilities

• Protect, secure, and handle confidential data properly to prevent unauthorized access, improper transmission, and unapproved disclosure.
• Communicate and coordinate with clients and partners to address issues, provide necessary research, and deliver creative solutions.
• Demonstrate detailed knowledge of retirement plans and Ascensus business.
• Coach and mentor others in retirement plan and client relations, considering client and Ascensus needs.
• Monitor and follow up on assigned items, determine required action for resolution, and implement solutions as appropriate.
• Provide clear and concise communication regarding services, execution, and resolution throughout the service cycle.
• Establish and maintain strong working relationships with dedicated clients and financial professionals, providing updates on product and plan initiatives.
• Manage vendor relationships on behalf of clients and partners.
• Deliver client retention by anticipating and addressing client needs, recommending changes or actions, and collaborating with the Relationship Manager.
• Achieve individual and team goals for service levels, growth, and retention for assigned book of business.
• Identify and document opportunity plans, working with the Relationship Manager on strategies to mitigate risk.
• Execute strategic plans to ensure client and financial professional satisfaction.
• Achieve service level goals, retention, and organic growth goals established for each financial partner by assessing opportunities in assigned book of business.
• Proactively communicate with clients and partners regarding all components of service delivery, soliciting and sharing feedback with appropriate internal resources.
• Manage day-to-day schedule for self and team according to client needs and business requirements.
• Apply industry knowledge to all facets of retirement operations and service.
• Review and assess client objectives, needs, and behaviors to suggest plan, product, or functionality changes to improve results for clients.
• Educate clients regarding plan features, product capabilities, or Ascensus functionality and processes.
• Develop ideas for improvement and provide feedback/solutions to plan sponsors and financial professionals to minimize risk and improve processes.
• Handle escalated items/calls from clients, managing them proactively.
• Coach and mentor team members and provide feedback to the team manager for performance improvement.
• Develop and maintain strong internal relationships across departments and locations.
• Act as a subject matter expert on specific topics as needed.
• Support peers and Managers by handling escalated items/calls from clients.
• Perform other duties and participate in or lead special projects as assigned.

Minimum Requirements

• Bachelor’s degree or equivalent work experience.
• Minimum of 1-3 years direct client experience required, with Retirement Services industry experience preferred.
• Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred.
• Excellent written and verbal communication skills.
• Experience with financial services systems (i.e. recordkeeping, trust, trading), and experience with plan recordkeeping and trust reconciliation.
• Proficiency in Microsoft Office software applications, specifically Word and Excel required, Access and PowerPoint preferred.
• Excellent analytical and problem resolution skills.
• Comprehensive knowledge of retirement plans, ERISA, DOL, and IRS regulations, and plan documents (individually designed and prototype).
• Ability to work in a team environment to ensure common goal of providing exceptional client service.
• Ability to work well under pressure with multiple priorities and deadlines in a demanding environment.
• Ability to make sound business judgments concerning issues that, if mishandled, have the potential to create substantial financial and client relations liabilities for the company.
• Ability to work extended hours to meet business needs as required.
• Quality focus with attention to detail.
• Ability to lead a team and/or project successfully.
• Ability to travel as needed.
• Strong project management skills.

Other Information

The national average salary range for this role is $40K-60K in base pay, exclusive of any bonuses and benefits. This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include: 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc. For more information, please visit careers.ascensus.com/#Benefits. Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about the validity of a job posting, we strongly encourage you to apply directly through our website.