Senior 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.
• 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.
• Manage vendor relationships on behalf of clients and partners.
• Achieve client retention by anticipating needs, recommending changes, and collaborating with the Relationship Manager.
• Implement opportunity plans to mitigate risk and ensure client satisfaction.
• Meet service level goals, retention, and growth targets for assigned book of business.
• Proactively communicate with clients and partners regarding all components of service delivery.
• Solicit and share 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 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.
• 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 change agent to initiate and respond to change productively.
• Work well under pressure with multiple priorities and deadlines in a demanding environment.
• Make sound business judgments concerning issues that could create substantial financial and client relations liabilities.
• Work extended hours to meet business needs as required.
• Focus on quality and attention to detail.
• Lead teams and/or projects successfully.
• Travel as needed.
• Perform other essential tasks as assigned.

Minimum Requirements

• Bachelor’s degree or equivalent work experience.
• Minimum of 3-5 years direct client experience required, preferably in the Retirement Services industry.
• Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred.
• Excellent written and verbal communication skills.
• Excellent presentation skills, business etiquette, client service skills, and time management.
• Demonstrated professionalism in all aspects of the role.
• 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 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 could 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.
• Handle other essential tasks as assigned.

Other Rewards and Benefits

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

Pay Range

The national average salary range for this role is $60K-80K 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.