Develops procedures/standards for communication with assigned clients, which are generally complex or specialized and large, to meet or exceed their operational, administrative, and compliance needs
Works directly with plan sponsors, plan administrator, advisor/agents and Third-Party Administrator’s (TPA) to assist in managing their inquiries and activities on the Retirement Plan
Responsible for building and strengthening relationships with client leadership in HR, Benefits, Payroll and Finance as well as TPAs and advisors as applicable
Grow and maintain operational and retirement plan knowledge to lead consultative administrative and operational calls as well as product and service campaigns
Will organize, facilitate, and present in meetings with clients (in-person or virtual)
Uses creative problem solving and effective communication to navigate complex situations with internal/external business partners
Leverages effective planning and organizing skills to maintain plan oversight and complete service needs for clients
May provide work direction to more junior team members and partners with other staff as necessary to develop and implement solutions
Participates in internal activities and initiatives designed to improve the Client Administration/Retirement Plan Services process and ensure a high-quality client experience.
Helps develop and implement process improvements
Resolves moderately complex or specialized client issues; conducts research and reporting to resolve these issues
Escalates highly complex issues to management or senior staff
Works with internal business partners and clients on adoption of new products, platforms, and services
Travels and presents at client sales and rebid meetings
Requirements
Bachelor's degree or the equivalent combination of education and relevant experience
5+ years of total relevant work experience
Client facing experience
Retirement Plan/ 401(k) knowledge
Experience interpreting data for annual Non-Discrimination Testing and annual IRS Form 5500, IRS Form 5558 filing and plan audits
TRAC or OMNI Recordkeeping system knowledge a plus
Effective presentation skills
Strong written and verbal communication
Research and problem-solving skills
Project Management knowledge a plus
Benefits
Competitive compensation
Annual bonus eligibility
A generous retirement plan
Hybrid work schedule
Health and wellness benefits, including online therapy
Paid time off for vacation, illness, medical appointments, and volunteering days
Family care resources, including fertility and adoption benefits