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401k Participant Support Manager

RPG Consultants

in Valley Stream NY

RPG Consultants

RPG Consultants is a full-service retirement planning, recordkeeping, administration and consulting Firm located in Valley Stream, NY (Long Island). As our business grows, we are actively seeking a seasoned professional to join our recordkeeping team as our 401k Participant Support Manager. The ideal candidate is; client services oriented, highly experienced in recordkeeping operations using the FIS/Sungard Relius Administration recordkeeping platform, has proven success managing a team and promotes a teamwork environment in a culture that encourages professional development and a commitment to employee satisfaction.  

Please Note:  Candidates must live local to our Long Island office. Telecommuting candidates and those residing in NJ, CT, or upstate NY will not be considered. 


  • Manage and train a team of Participant Support representatives responsible for processing contributions, benefit claims & distributions and addressing telephone inquiries and e-mail inquiries (in Freshdesk ticketing system) from Retirement Plan Participants.
  • Monitor calls and email traffic to ensure that accurate information is disseminated in a manner consistent with our Company standards.
  • Research and resolve Participant concerns and complaints that are escalated to management.
  • Collaborate with other internal teams to resolve technical issues that are reported to the Support Desk.
  • Enhance operational procedures and standardized responses (in ticketing system) used to address inquiries and technical issues.
  • Monitor the flow of benefit claim/distribution processing to ensure adherence to procedures & deadlines.
  • Monitor contribution processing, deposit tracking records, and late transmittal notifications to ensure a proper workflow.  
  • Provide support to plan setup and implementation projects, conversion and record transfer projects, and investment maintenance projects.
  • Provide support to plan audits and compliance testing projects.


  • Undergraduate degree from a 4-year college required.
  • At least 3 years of recordkeeping customer service experience utilizing FIS/Sungard Relius Administration platform.
  • Proven success effectively managing a team of at least 5-7 employees.   
  • Exceptional written, oral and interpersonal skills; with the ability to effectively interface with clients.
  • Excellent computer skills and technical ability.  
  • The ideal candidate is attentive to detail, a self-starter and team motivator, possesses the drive to take ownership of the work and enhance operational procedures.
  • Proficiency in Spanish is a plus.

How to Apply

Please submit your cover letter and resume to 

We look forward to hearing from you! 

This ad has been viewed 688 times. It expires on 8/16/2019.

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