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Product Support Consultant

ftwilliam.com part of Wolters Kluwer Legal & Regulatory

in Madison WI / Telecommute

ftwilliam.com part of Wolters Kluwer Legal & Regulatory

Basic Function

Provides support to external clients and internal teams on technical, regulatory, and product specific issues. ftwilliam.com offers software solutions that service all types of retirement and health plans, including defined contribution, defined benefit and welfare benefit plans. This Product Support Consultant provides remote technical, regulatory, and application support to customers primarily by phone and email, sometimes via remote system access. Demonstrates technical knowledge of products and how the products are used by ftwilliam.com clients. Understands issues presented by clients and how they are related to the products they use. Resolves unique or complex inquiries using technical, regulatory, and product knowledge.

Essential Duties and Responsibilities

ftwilliam.com provides software for retirement plan service providers (primarily TPAs--third party administrators). The Product Support Consultant is able to see technical and regulatory changes through the eyes of the customer and provide practical product specific support. 

This Product Support Consultant position requires ERISA regulatory, technical, and product knowledge. This consultant focuses on assisting customers with technical product support queries on ftwilliam.com documents, forms and compliance products.  The Product Support Consultant works closely with ftwilliam.com's product owners to assist with new product enhancements.  The Product Support Consultant may also serve as one of FTW’s product owners.  As such, the Product Support Consultant will work with associates on the IT/Development, Legal/Documents, Product Support, Sales, and Training teams.

This position requires that the individual:

  • Assist customers with technical questions as they relate specifically to the products via phone and email
  • Assist customers with product software questions via phone and email
  • Assist the Senior Product Support Manager in ensuring the support needs of customers are being met

Other Duties

Performs other duties as assigned by supervisor.

Job Qualifications

Education: Four-year College Degree or 5 years of industry experience

Experience:

  • Regulatory and technical knowledge of qualified retirement plans required
  • Plan administration/past third-party administrative (TPA) experience strongly preferred
  • Experience with ftwilliam.com products as a user is strongly preferred, but not required
  • Experience with other plans preferred but not required, including:
    • Non-qualified plans (409a, 457(b), 457(f)) and non-ERISA plans (governmental, 403(b) and church plans)
    • ESOPs
  • Willingness to learn about welfare benefit plans (wrap, POP, HRA, section 125 and section 132 plans)

Other Knowledge, Skills, Abilities or Certifications:

  • ASPPA or NIPA credentials preferred
  • Ability to communicate technical concepts
  • Good oral and written communication skills
  • Ability to effectively interact with business managers, support staff, and other document team members
  • Ability to perform work independently with minimal supervision and to exercise sound, independent judgment and discretion
  • Ability to fulfill designated responsibilities
  • Proficiency in MS Office products such as Excel, Word, Outlook and other typical business software applications
  • Ability to manage multiple concurrent projects
  • Analytical and problem-solving skills

Travel Requirements

  • Travel may be required to office (when located remotely) and industry conferences/seminars.  Frequency to be determined, based on need.
  • Adequate and appropriate home office environment.

Physical Demands

Normal office environment

How to Apply

Qualified candidates should send resume and cover letter to george.b.smith@wolterskluwer.com.  Please no phone calls.


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