Senior Associate, Employer Services

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