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The Senior Business Services Coordinator role is responsible for supporting client-facing operations and internal processes by managing training programs, business systems, and client communications. The position serves as a subject matter expert (SME) across multiple platforms, including event registration, CRM, learning management, and webinar systems, ensuring efficient setup, maintenance, reporting, and continuous improvement. Key responsibilities include coordinating training engagements, overseeing event logistics, preparing reports for leadership, and managing client invoicing and communications.

The role acts as a primary point of contact for client inquiries, providing responsive service, resolving issues, and managing expectations while adhering to established policies and timelines. It also involves leading projects from concept through execution, supporting data analysis and audits, and contributing to process improvement and risk mitigation initiatives.

Additionally, the position plays a critical role in safeguarding confidential information, supporting due diligence efforts, and fostering strong client relationships to drive retention and growth. Success in this role requires a commitment to Ascensus' core values-prioritizing people, delivering quality, and acting with integrity-while collaborating across teams and contributing to organizational initiatives.

Section 2: Job Functions, Essential Duties and Responsibilities

• Serve as the Subject Matter Expert (SME) for the education event registration system, including event creation, testing, system maintenance, and reporting.
• Coordinate and execute Ascensus-sponsored and client-contracted training engagements, including scheduling, preparation and distribution of training materials, and invoicing.
• Act as SME and administrator for multiple business applications, including CRM, CE Tracker, webinar platforms, survey tools, learning management systems (LMS), and content management systems.
• Manage client invoicing processes and support related communications for the business team.
• Serve as the primary point of contact for prospective and existing clients via phone and email, addressing inquiries and providing timely, professional support.
• Prepare and deliver accurate weekly and monthly reports for senior leadership.
• Lead assigned projects from initiation through completion, including initiatives related to retirement plan updates, technology enhancements, and client deliverables.
• Effectively manage client expectations by clearly communicating policies, processes, procedures, and service timelines.
• Utilize internal systems and resources to investigate service issues, conduct research, and deliver timely problem resolution.
• Prepare and validate data files for client and departmental projects, ensuring accuracy through required audits in accordance with established procedures.
• Develop and maintain documented procedures, including the implementation of risk mitigation practices for key functions.
• Contribute as an SME to cross-functional initiatives, projects, and workflow improvement efforts.
• Serve as the initial point of contact for due diligence and vendor questionnaire requests from current and prospective clients.
• Advocate for clients by delivering high-quality service and proactively identifying opportunities to support client retention and growth.
• Perform additional responsibilities and special projects 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.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision

• N/A

Section 3: Experience, Skills, Knowledge Requirements

• Associate degree in Business or a related field, or equivalent combination of education and relevant work experience, required
• Minimum of 3 years of customer service experience required
• Proficiency with Microsoft Office Suite required
• Advanced Microsoft Excel skills required, including data analysis and reporting capabilities
• Basic knowledge of ERISA or the retirement services industry preferred
• Project coordination or project management experience preferred
• Demonstrated strong analytical and problem-solving skills
• Excellent interpersonal, written, and verbal communication skills
• Highly detail-oriented with strong organizational and time management abilities
• Proven ability to work effectively in a fast-paced environment, manage multiple priorities, and meet deadlines
• Ability to work both independently and collaboratively within a team environment

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required.If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

We are proud to be an Equal Opportunity Employer

The national average salary range for this role is $45,000-$60,000 exclusive of any bonuses and benefits.This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include: 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc. For more information, please visitcareers.ascensus.com/#Benefits.

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.