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 inquiries, and provides guidance on plan design and implementation.

Essential Duties and Responsibilities

• Responsible for protecting, securing, and proper handling of 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 your 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.
• Responsible for proactive communication 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 client 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.