Customer Service Rep (De-Conversion Analyst)

SUMMARY:

 

The De-Conversion Analyst will ensure that all plans requesting to leave the service of PAi either by transfer or termination will be completed in full from the initial request through the final federal reporting with efficiency and a positive customer experience.  The Analyst will be assigned terminating and transferring plans and will follow the de-conversion process to remove them from PAi’s services including communication with customers and other financial agencies included in the process along with completing regulatory testing and federal filings on the plans.

 

RESPONSIBILITIES:

 Communicate effectively with employers, employees, financial advisors to confirm and complete the transfer or termination of services.Coordinate with new administrators and financial institutions the transfer of the plan assets.Complete final reports, compliance testing and federal filing. Facilitate account liquidations and transfers and ensure they are completed accurately with the internal transaction department.Assemble initial plan termination or transfer packets including confirming all information received in initial request is complete and accurate.Create and process distribution requests for terminating plans for all employees with assets in the plan.Resolve discrepancies and questions with reports provided to new administrators and financial institutions.Verify, train, and streamline processes to ensure timely and accurate processing of plan transfers and terminations.Communicate effectively in the resolution of identified issues or problems.Build team trust and respect through mutual accountability.Assist Service processors during high volume periods with phone coverage and general task processing. QUALIFICATIONS:

 Education:  High school diploma or equivalency.Minimum 2 years in service industry, preferred 1 year of 401(k) experience.Solid mathematical abilities.Attention to detail.Verifiable multi-tasking talent.Professional telephone technique and etiquette.Financial software acumen.An Associates or Bachelors degree in communications, finance, or accounting preferred.Proficiency with Excel.Proficiency with Microsoft Access.Work experience in banking, finance, or accounting.Extraordinary communication skills.