Responsible for managing the overall onboarding process, client and advisor expectations and meeting service timelines for newly sold retirement plans (both start-up and takeovers of existing plans) to ensure a smooth and efficient onboarding experience for clients. Also responsible for quality control and assurance for plan conversions, account transition and ensuring all responsibilities and tasks are performed in accordance with FuturePlan’s core values and best practices.
Job Functions, Essential Duties and Responsibilities
- Manages case load effectively to meet or exceed departmental service goals specific service levels for quality and timeliness with limited supervision.
- Provides clear communication regarding the roles of each individual involved in the onboarding process.
- Collaborates with team members to continuously improve implementation processes.
- Coordinates with the client and advisor to review all implementation and onboarding documents are in order to facilitate the installation of the plan.
- Communicates the details of the plan’s onboarding progress (as needed or requested) to each internal department (sales consultant, onboarding manager and service consultant) through regular contact or workflow system updates as it pertains to their open onboarding cases.
- Consistently updates workflow system or status report to keep all parties informed of onboarding activities and progress.
- Provides training and assistance to clients to ensure completion of the client tasks and issue resolution.
- Ensures internal department’s completion of tasks by the scheduled due date.
- Provides input to Management on client issues and onboarding delays. Proactively escalates potential risks to appropriate leadership staff that impact either service satisfaction and/or financial liability.
- Participates, as required, in solution teams to ensure onboarding processes are defined and incorporated for new and enhanced services.
- Provide guidance to clients and financial advisors to fully inform and educate then on on-going administrative services provided by FuturePlan.
- Provide hand-off to the appropriate service consultant to ensure a smooth transition for the client and financial advisor including identifying all open issues.
- Provides accurate qualified plan information and education to financial partners, financial professionals and clients by attending Ascensus training sessions and continuing self-study.
- Responsible for protecting, securing, and proper handling of all confidential data held by FuturePlan to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to FuturePlan or our clients.
- Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
- Assist with other tasks and projects as assigned.
Experience, Skills, Knowledge Requirements
- Bachelor’s degree in Accounting, Business Administration, Mathematics, or equivalent work experience.
- Proficiency in MS-Office software applications, including Excel and Word.
- 1-3 years of industry experience in financial services or retirement services environment is preferred.
- Minimum of 2 years of experience with Relius, ASC, FT William or similar administration recordkeeping system preferred.
- Basic level knowledge base of ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype).
- Excellent presentation skills, telephone etiquette and professionalism, client service skills and time management proficiency.
- Excellent written and oral communication skills. The ability to communicate effectively (clear, concise and professionally) with all levels within the FuturePlan organization, as well as with our client base.
- Computer literacy with recordkeeping systems and trust systems; and experience with plan reconciliations.
- Possess excellent analytical abilities, attention to detail, accuracy and problem-solving ability.
- Ability to work in a team environment to ensure common goal of providing exceptional customer service.
- Ability to react to change productively and handle other essential tasks as assigned.
- Ability to work well under pressure with multiple priorities and deadlines in a fast paced environment.
- Ability to make dependable judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company.
- Must possess strong facilitation, negotiation, and conflict resolution skills.
- Ability to escalate issues to appropriate levels within an organization.
- Ability to work additional hours as necessary to meet business needs.
Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.
For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.
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