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Senior Retirement Plan Customer Consultant

PAi Retirement Services, A Newport Company

in Telecommute / De Pere WI / Sioux Falls SD

Logo for PAi Retirement Services, A Newport Company

Job Title: Senior Customer Care Consultant

Classification/Type: Non-exempt, Full time

Reports to: Care Center Coach

Location: Open. We also have offices in De Pere, Wisconsin and Sioux Falls, South Dakota.

Travel Required: None

Formal Leader: No

Job Summary

Ensures a positive customer experience working as an informal leader leveraging in-depth retirement services knowledge to create value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.


  • Team Success
  • Customer/Client Focus
  • Personal Credibility
  • Decision Making
  • Facilitate & Manage Change

Core Responsibilities:

  • Serves as an informal leader and subject matter expert by covering the Help Queue, making oneself available to share expertise/ideas/best practices with internal and external customers and readily assisting with questions/escalations
  • Supports primary customer queues as needed providing solutions and processing requests generated from these calls
  • Accurate and timely completion of both day-to-day and federal year-end filing tasks associated with 401k plan operation, including but not limited to compliance and regulatory testing
  • Assists with IRS audits, Department of Labor investigations and correction programs
  • Documents details of customer contacts and actions taken
  • Monitors workload, recommends changes and/or delegates task work to in order to meet deadlines and expected turnaround times, raising concerns and awareness when applicable regarding adherence to established procedures, key performance metrics, Service Level Agreements and general quality standards
  • Proactively discovers and resolves potential problems through clear, confident and effective communication with partners, clients, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image
  • Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs
  • Continually identifies problems and areas of opportunity related, but not limited to processes, procedures, training and mentoring and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others and actively participating in initiatives

Job Requirements:

  • Regular attendance and punctuality
  • Ability to work autonomously or as part of a team
  • Ability to work in a fast-paced, change driven environment
  • Adherence to all company policies and procedures

Minimum Qualifications:

  • High school diploma or equivalent
  • 4 years of retirement industry third party administration experience
  • Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word
  • Excellent communication, analytical, problem resolution skills and detail orientation

Preferred Qualifications:

  • Associates or Bachelor’s degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience
  • QKA, ERPA, APA or equivalent designation
  • Fluent in English and Spanish
  • Experience in a call center environment
  • Informal leadership experience

ADA requirements:

  • Sedentary position frequently required to sit
  • Requires frequent speaking and listening
  • Ability to use hands/fingers to operate office equipment such as phone and computer
  • Requires frequent use of vision for reading and writing (close proximity, color, and ability to adjust focus)


The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

Equal Employment Opportunity Policy:

PAi provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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