Bachelor's degree in Accounting, Business Administration, Mathematics, or equivalent experience
Minimum of 3 years in retirement services with client services experience
Strong knowledge of retirement plans, ERISA, DOL, IRS regulations, and plan documents
Excellent written and oral communication skills
Proficiency in MS Office applications, especially Word, Excel, Access, and Visio
Strong analytical and problem resolution skills
Ability to work under pressure with multiple priorities
Responsibilities
Act as Subject Matter Expert in project/product meetings and assist in documentation and training
Manage all elements of plan document events and tasks, including needs assessment and service definition
Collaborate with leadership to improve and automate document processes
Provide input on client issues and prepare reports as needed
Proactively escalate potential risks to leadership
Mentor and coach Document Services staff, providing training as requested
Facilitate process improvement initiatives and ensure quality controls
Benefits
Opportunity to work in a collaborative environment
Engagement in continuous improvement and automation initiatives
Mentorship and training opportunities
Exposure to leadership and project management
Commitment to organizational values of People Matter, Quality First, and Integrity Always
Full Job Description
Section 1: Position Summary
The Document Services team provides employer plan documents for qualified retirement plans. This position will participate in product, project, and workflow initiatives as a Subject Matter Expert (SME) for Document Services roles. The Technical Lead will proactively manage components of the plan document process to ensure timely and accurate delivery of plan document packages for employer signature. This position will handle automated/mass processes for the document services team as well as identify and implement additional automation opportunities.
Section 2: Job Functions, Essential Duties and Responsibilities
Act as Subject Matter Expert for Document Services in project/product meetings and assist in documentation and training:
Participate in working through changes needed for the document processes
Provide specific training
Coordinate needed updates to procedural documentation
Manage all elements of plan document events and tasks that include detailed needs assessment review, service definition, coordination with multiple parties
Collaborate with leadership and team members to continuously improve and automate document processes
Provide input to leadership on client issues and weekly/monthly reports as defined
Proactively escalates potential risks to appropriate leadership staff that impact either service satisfaction and/or financial liability
Act as mentor and coach to other Document Services staff and provides one-on-one and group training to staff as requested
Facilitate process improvement initiatives specific to document services including analysis, testing support and quality controls and procedural documentation.
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.
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
Supervision
Responsible for the design and supervision of automated document processes
Manage 3-5 document projects with established timelines and/or budgets
Bachelor's degree in Accounting, Business Administration, Mathematics, or equivalent work experience
Minimum of 3 years of industry experience in retirement services environment including client services experience
Strong knowledge of retirement plans, ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype)
Strong 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 Ascensus organization, as well as with our client base
Computer literacy with recordkeeping systems and trust systems; experience with plan document generation systems preferred
Proficiency in MSOffice software applications, specifically Word, Excel, Access, and Visio
Strong analytical and problem resolution skills
Ability to work in a team environment to ensure common goal of providing exceptional customer service
Ability to work well under pressure with multiple priorities and deadlines in a high stress 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 facilitate meetings to obtain feedback and information and document findings
About Ascensus
Ascensus is a financial services company that provides retirement, health, and education savings plans to individuals and businesses. The company was founded in 1980 and is headquartered in Dresher, Pennsylvania. Ascensus has over 4,000 employees and serves more than 12 million customers nationwide. The company offers a wide range of retirement plan solutions, including 401(k), 403(b), and IRA plans. Ascensus is committed to helping its customers save for retirement and achieve their financial goals. The company has received several awards for its excellent customer service and innovative products.
