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Manager, Participant Service Center

Definiti LLC

in Remote

Definiti is a national retirement services firm with hundreds of retirement plan experts across the country, including in-house actuarial consultants, ERISA attorneys, document specialists and retirement plan consultants. From 401(k) plan design and administration, compliance and actuarial consulting, to pension outsourcing and recordkeeping, Definiti helps organizations deliver smart retirement solutions to their employees.

This position will manage all aspects of the Participant Service Center (PSC) including monitoring all incoming and outgoing calls, emails and faxes. Most importantly, this position is responsible for consistently providing excellent customer service to Definiti’s plan participants, plan sponsors and financial advisors.

Responsibilities Include

• Prepare and motivate team members to provide excellent customer service to customers
• Monitor, coach, and train all team members
• Conduct annual performance reviews for Team Members
• Address staffing needs and concerns in conjunction with Definiti internal policies and procedures
• Provide guidance, expertise and assistance for escalated client and participant issues
• Ensure that all employees follow Definiti’s best practices for call center management and operations
• Conduct periodic surveys of clients and participants to ensure quality control
• Prepare weekly and monthly call statistic reports for management
• Create and maintain workflow processes based on SSAE/SOC principles to safeguard plan and participant account data

Competencies Required

• Positive attitude and dedication to our client’s needs
• Strong knowledge of retirement plan services and daily recordkeeping
• A track record of consistently meeting and/or exceeding performance expectations
• Ability to communicate clearly and concisely
• Time management focus, with attention to deadlines and timelines
• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint and Teams

Education and Qualifications

• College Degree required or 5 years’ experience in lieu of education
• 3+ years of call center management experience
• ASPPA credentials a plus

How to Apply

Apply Now

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