Silver Service Jobs (NOW HIRING)

FuturePlan is the nation's largest third-party administrator (TPA) of retirement plans, partnering with advisors in all 50 states. FuturePlan delivers the best of both worlds: high-touch personalized service from local TPAs backed by the strength and security of a large national firm, Ascensus. Our roots go back decades, with nearly 30 outstanding legacy firms now joined together to deliver unmatched levels of service, innovation and expertise to a fast-growing client base from coast to coast. The FuturePlan team includes more than 500 credentialed plan professionals, 60 actuaries, and one of the industry's largest in-house ERISA teams. Learn more at FuturePlan.com.

Section 1: Position Summary

Management of TPA and direct client relationships focusing on Silver service model Cash Balance plans to foster strong client retention and create "raving fan" clients. Manage and negotiate workflow of client projects ensuring client expectations are effectively established and met.

Section 2: Job Functions, Essential Duties and Responsibilities

• Manage a book of business as defined in the annual goals.
• Request and follow-up data, trust, documents, and other information needed to complete our work in a timely fashion and minimize rushes.
• Assign appropriate tasks in Workflow and manage due dates with clients and specialists.
• Monitor Workflow reports for routine follow up tasks.
• Work with assigned Specialists to ensure Normal Recurring Services is completed within our service standards.
• Work with assigned Specialists to ensure Other Services are completed by agreed upon due date with client.
• Provide answers and solutions to problems Specialists encounter.
• Ensure all client phone calls and emails are responded to within the same business day but no later than 24 business hours.
• Build strong relationships with each client and TPA and ensure needs are being met.

• Manage changes of client needs and expectations and changes taking place within client's firm.

• Be the main contact for our clients, advisors, CPAs and attorneys who are involved with the plans for strategic plan issues.
• Be the first to be contacted by a client when they have consulting/strategic issues regarding the plans.
• Identify and define clients' problems. Listen for issues that client is facing and find appropriate solutions for them.
• Achieve above 9+ average ratings on client survey forms. Maintain a good relationship with each client.
• Draft client communication materials including email templates and client memos.
• Seek out value add occasions by looking for opportunities to provide additional services to clients and bill for those services.
• Prepare Client Authorization Forms for additional special service projects.
• Prepare and send client communications regarding events or issues, including changes in the law and regulations that may affect their plans
• Enter consulting time in time keeping system daily.
• Ensure client service agreements are up-to-date.
• Complete billing by processing assigned invoicing within 5 business days of receipt from Accounting.
• Communicate and resolve billing issues with senior management.
• Collect outstanding invoices by working with Accounting. Monitor the Aging report and follow up when talking with the client and outstanding invoices. Ideal days-sales-outstanding (DSO) is less than 35 days.
• Attend appropriate training sessions to stay abreast of current pension law and retirement industry practices.
• Keep current on all aspects of retirement plan consulting by reading circulated emails and papers on technical/investment issues.
• Provide back up to other teams as assigned.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our 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.
• Assist with other tasks and projects as assigned

Supervision

Reports to Director, Client Development

Section 3: Experience, Skills, Knowledge Requirements

EXPERIENCE NEEDED

• Minimum five years of experience in the retirement plan industry.
• Excellent understanding of plan administration, compliance testing and pension law.

SKILLS AND REQUIREMENTS

• Ability to work independently and be comfortable making decisions on client issues
• Good business sense to understand clients' business needs
• Excellent verbal and written communication skills, including the ability to communicate technical ideas
• Strong computer skills (Windows, Word, Excel)
• Detail-oriented and accurate
• Self-starter who will take responsibility for completing tasks in a timely fashion
• Ability to juggle multiple tasks and prioritize
• Commitment to ongoing retirement industry related education
• Team player with a positive, friendly attitude and a strong desire to grow with the firm
• Strong administrative and organizational skills
• Professional phone manner and excellent interpersonal skills

PHYSICAL DEMANDS

• Must be able to sit for long periods (at least 8 hours per day).
• Must be able to work on a computer at least 8 hours per day (includes looking at a monitor, and typing using a keyboard and mouse).
• Able to use computer and talk on telephone at the same time.

• Working towards ASPPA or EA designations preferred.

We are proud to be an Equal Opportunity Employer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.