Manage functions of plan off-boarding from Ascensus. Acts as a Liaison between the client, financial advisor, financial partner and Ascensus. Establish positive working relationship while helping the client through the off-boarding process.
Accountable for delivering multiple off-boarding projects on time, within budget, and within project scope.
Job Functions, Essential Duties and Responsibilities
Liaison between client, financial advisor,
alliance partner and Ascensus.
Manages all elements of off-boarding events and tasks that include detailed needs assessment review, service definition, and coordination with multiple parties.
Manage deadlines – work within allotted time
Manages caseload effectively to meet or exceed departmental service goals and partner specific service levels for quality and timelines.
Communicates implementation plan, including but not limited to, the key objectives and
deliverables, scheduling, tracking and reporting to internal and external parties. Assigns and performs tasks to meet service timelines.
Effectively respond to internal/external customer inquiries via phone and written
Document all verbal and written correspondence appropriately.
Collaborates with team members to continuously improve processes and in meeting goals.
Provides input to Management on client issues, escalated potential
risks that impact either service satisfaction and/or financial liability.
Understand off-boarding processes and procedures by participating in regular team meetings.
Resolves internal and external client issues by responding to all
correspondence within communicated timeframe.
Tracks plan progress through the off-boarding process by monitoring and updating appropriate tracking tools (i.e. Tracker and IMPACT).
Communicates effectively Ascensus’ needs by using
pre-established letters, support material, and email templates.
Represents Ascensus in a professional manner through use of professional format and tone in verbal and written correspondence.
Assist supporting PSG units and team in
monitoring turnaround times by communicating when your stage has been completed and/or when they need to initiate an action.
Provides accurate Qualified Plan information to alliances, brokers and clients by attending training sessions and continued
Meet expectations of the job by attendance, punctuality as indicated in the employee policy handbook.
Performs other duties and special projects as assigned.
Responsible for protecting and securing all client data held
by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.
The I-Client philosophy and the 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.
Experience, Skills, Knowledge Requirements
Bachelor’s degree in Accounting, Business Administration, Mathematics, or
equivalent work experience
Familiarity MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)
Ability to work overtime as necessary
2-4 years of industry experience in
financial services or retirement services environment. Client services experience a plus.
Basic knowledge of ERISA, DOL and IRS regulations, and plan documents (individually designed and prototypes).
Excellent presentation skills, telephone
etiquette, professionalism and client service skills and time management proficiency.
Excellent written and oral communication skills. The ability to communicate effectively (clear, concise and professionally) all levels within the ASCENSUS
organization, as well as with our client base.
Computer literacy with recordkeeping systems and trust systems; and experience with plan reconciliation’s.
Excellent analytical and problem resolution skills.
Ability to work in a team
environment to ensure common goal of providing exceptional customer service.
Ability to react to change productively and handle other essential tasks as assigned.
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 liability for the company.
Must possess strong facilitation,
negotiation, and conflict resolution skills.
Ability to work in a fast-paced environment, handling multiple priorities.
Ability to escalate issues to appropriate levels within an organization.