Senior Associate, Employer Services
Senior Associate supporting plan sponsors and advisors with retirement plan administration, client inquiries, issue resolution, and cross-functional collaboration to deliver high-quality customer service. Requires strong problem-solving, organization, and proficiency with office tools.
About the job
What Will You Be Doing?
- Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
- Help manage client expectations to avoid any disconnects with process and timing standards.
- Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction.
- Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools.
- Provide detailed, accurate and timely responses to client email inquiries.
- Share data-driven insights with our product teams to improve our platform and planning roadmap.
- Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
- Being the friendly, knowledgeable first point of contact for a high volume of inbound client phone calls.
- Conducting appropriate and timely follow up to ensure the highest level of service.
- Communicating in a relatable, humanized way to promote trust and allegiance.
- Creating tickets and providing follow-up as required.
- Adhering to client-facing and internal Service Level requirements.
- Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.
- Posting interaction within our tooling to document updates to client accounts.
- Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions.
Requirements
The Necessities:
- Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
- Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
- Strong critical thinking and problem-solving skills
- Commitment to superior customer service
- Curiosity and a desire to learn
- Positive and proactive attitude
- Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office
- Excellent attention to detail and accuracy, proficient with numbers and basic calculations
The Extras:
- Retirement industry experience
- Series 6, 7, 63, 65, 66
- QKS, QKA, QKC
Skills
Excel, Google Sheets, Word, Google Docs, Adobe Acrobat, Retirement Industry Experience, Series 6, Series 7, Series 63, Series 65, Series 66
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