Retirement Service Consultant

Position Purpose

The Client Services Consultant provides client service to partners, intermediaries, and plan sponsors. They demonstrate knowledge of retirement plans and Ascensus products/services, resolve complex plan issues, and deliver consultative service to help clients manage their retirement plans. They also serve as a technical resource, coach and mentor, and provide coaching and mentoring to others.

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 a 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 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 for each financial partner.
• Proactively communicate with clients and partners regarding all components of service delivery, soliciting and sharing feedback.
• 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.
• 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, ensuring timely and effective resolution.
• 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.
• 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 programs preferred.
• Excellent written and verbal communication skills.
• Experience with financial services systems (recordkeeping, trust, trading), and plan recordkeeping and trust reconciliation.
• Proficiency in Microsoft Office software applications, specifically Word and Excel, with 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 exceptional client service.
• Experience working in a demanding environment with multiple priorities and deadlines.
• Ability to make sound business judgments concerning issues that can create substantial financial and client relations liabilities.
• 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 Rewards and Benefits

• 401(k) match
• Medical
• Dental
• Vision
• Paid-Time-Off

Salary Range

The national average salary range for this role is $40K-60K in base pay, exclusive of any bonuses and benefits. 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.