Customer Service Associate

Job Description

Responsibilities: 

Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence. • Respond to client service needs and own end to end identified tasks through a centralized service model. • Provides operational and administrative support including but not limited to online remittance support, file exchange, involuntary distributions, lost earnings calculations, plan document and plan design support, plan remediations, • Builds institutional knowledge and relationships while enhancing functional understanding of recordkeeping services and products. • Submits and tracks service request work items appropriately in partnership with business partners. • Subject Matter Expertise: Guide team members on domain / process aspects. • Perform Root cause analysis on errors/ service issues. • Lead process improvement initiatives and ensure SLA adherence. • Manage team performance and engagement during critical situations. • Maintain strong client relationships and manage daily servicing of group retirement plans. • Maintain compliance calendars and ensure timely execution of annual tasks. • Proactively address client and participant inquiries and service requests. • Conduct plan review meetings with boards, committees, and executives. • Manage pre/post meeting tasks: reports, reviews, amendments, fund changes, and documentation. • Coordinate audit support, Form 5500 filings, and compliance testing with home office. • Support client retention and growth within assigned book of business. • Identify opportunities for service model enhancements and contribution increases. • Collaborate with regional teams to deliver client services effectively. • Partner with Plan Sponsors and Specialists to design participant education campaigns. • Maintain Salesforce records: contact data, plan info, and client tasks.

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