Senior Retirement Service Consultant

Position Summary

The ERISA Consultant provides retirement plan consulting and technical support to Ascensus clients, addressing a wide range of compliance, plan design, and operational issues. This role conducts technical research, drafts responses to client inquiries, and provides guidance on plan design and implementation.

Essential Duties and Responsibilities

• Responsible for protecting, securing, and properly handling 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.
• Provide high-level consultative client service while communicating and coordinating with clients and partners to address issues, provide necessary research, and deliver creative solutions to clients.
• Demonstrate a detailed knowledge of retirement plans and the Ascensus business.
• Coach and mentor others in all aspects of retirement plan and client relations, factoring in the needs of the client and Ascensus to arrive at appropriate solutions.
• Successfully monitor and follow-up on assigned items; includes determining required action for resolution of client issues, documenting and implementing solutions as appropriate.
• Provide clients and advisors 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 and provide updates on product and plan initiatives.
• Participates in the management of vendor relationships on behalf of clients and partners.
• Deliver client retention by anticipating client's needs, recommending changes or actions, in conjunction with the Relationship Manager.
• Achieve individual and team goals for service levels, growth, and retention for assigned book of business.
• Identify and document systematically "opportunity plans" working with Relationship Manager on a strategy to mitigate risk.
• Execute strategic plan to ensure retention and satisfaction of client and financial professional's book of business.
• 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 the client 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 needs of the business.
• Apply industry knowledge to all facets of retirement operations and service.
• Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans' periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Assess client objectives, needs, and behaviors to suggest plan, product, or functionality changes to improve results for our clients.
• Educate clients regarding plan features, product capabilities, or Ascensus functionality and process.
• Develop ideas for improvement and provide feedback/solutions to plan sponsor and financial professional to minimize risk and improve process.
• Support peers and Manager(s) by handling escalated items/calls from clients. Responsible for oversight and resolution of the escalated item.
• Coach and mentor team members and provide feedback to the team manager for performance improvement purposes.
• Develop and maintain strong internal relationships across departments and locations.
• Act in the role as the subject matter expert on specific topics as needed. Responsible for developing materials, training, and assisting others across departments in these areas.
• Perform other duties and participate in or lead special projects as assigned.

Minimum Requirements

• Bachelor’s degree or equivalent work experience.
• Minimum of 3-5 years direct client experience required, 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. The ability to communicate effectively (clear, concise, and professionally) with all levels within the Ascensus organization, as well as with our client base.
• Excellent presentation skills, business etiquette, client service skills, and time management.
• Demonstrated professionalism in all aspects of the role.
• 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.
• Act as a change agent to initiate and respond to change productively.
• Ability to work well under pressure with multiple priorities and deadlines in a demanding environment.
• Ability to make sound business judgments concerning issues which, 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.