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PSC (Participant Services Center) Manager

Definiti

in Remote

Why work at Definiti? If you consider yourself a problem solver and appreciate working autonomously, a career at Definiti may be perfect for you. You’ll be able to directly contribute to the security and success of meaningful retirements for thousands while helping build a growing company. Most positions are fully remote, which provides work-life balance while working with, and for, your colleagues and clients. Definiti not only invests in the tools and retirement service technology to help you be successful in your role, but also supports your professional growth with training and certifications. 

Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans. 

Purpose of position

The PSC (Participant Service Center) Manager is responsible for managing the Participant Service Center in answering incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans. The PSC Manager is the escalation point for key client and participant issues and will meet with key clients at least quarterly. A true leader, the PSC Team Manager will act as a coach, mentor, and change agent to optimize the team performance and capabilities to provide outstanding value to retirement plan participants and internal business partners.

Primary Duties and Responsibilities

• Develop objectives for the call center’s day-to-day activities
• Escalation point of contact for key client and participant issues
• Conduct effective resource planning to maximize the productivity of resources
• Collect and analyze call-center statistics
• Evaluate performance with key metrics
• Conduct periodic surveys of clients and participants to ensure quality control
• Prepare weekly and monthly call statistic reports for management
• Conduct annual performance reviews
• Hire, coach, and provide training to personnel
• Manage call queues via the installed call center software (Vonage)
• Create and maintain workflow processes based on SSAE/SOC principles to safeguard plan and participant account data

Education and Qualifications

• High School Diploma or GED required
• Bachelor’s degree preferred
• At least 5 years of experience in the retirement plan industry
• Defined Contribution experience required
• 2+ years of call center experience
• 3+ years of leadership / supervisory experience
• ASPPA's RPF-1 & RPF-2 a plus

Remote Working Requirements

As a remote-first company, we have compiled expectations for a successful remote work environment:

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Designate a quiet, and well-lit space with a fast internet connection for your workspace, free of as many distractions as possible·
• Be online and available during designated business hours in local time zone 
• Accustomed to using Microsoft Teams or virtual-meeting applications to work with colleagues regularly on video and use the chat feature for quick communications
• Accustomed to file-storage and file-sharing tools such as Microsoft SharePoint and Citrix ShareFile

Benefits

Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

• A virtual-first work philosophy
• 401(k) with up to 4% match
• Generous paid time off starting with four weeks, in addition to 9 paid holidays and 2 paid floating holidays
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility

How to Apply

Apply Now

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