Retirement Plans Relationship Manager

Job Summary:

Serves as the primary contact and resource for plan sponsors and brokers/agents (and other financial intermediaries) for small-sized defined contribution retirement plans.  Ensures they receive quality service based on agreed standards regarding all aspects of plan administration.  Coordinates various administrative tasks, fulfills requests from internal and external contacts, and researches and resolves plan issues as they arise.

 

· Serves as primary contact for assigned plan sponsors and brokers.  Acts as liaison between the plan sponsors and various internal groups.  Promotes customer satisfaction through effective service delivery.  Ensures prompt and effective response to all plan sponsor inquiries.  Proactively manage account by setting appropriate expectations.

· Responds to plan sponsors’ requests for information on a variety of issues, including on-going requests for plan amendments and other document related items.  Demonstrates proactive, solution-based approach to enhance client relations.  Obtains all necessary information, determines feasibility of requests, and submits requests to individual specialists for action.

· Demonstrates a full understanding of the plan sponsor and their plan - the administration of the plan, the client’s sensitivities, needs, and objectives with respect to the plan.

· Understands the product definition, its limits and exceptions.

· Interfaces with management and internal support groups in order to research issues and coordinate responses to plan sponsors.

· Communicates with institutional client representatives regarding plan specific issues and keeps management informed of any issues of a sensitive nature. 

· Assists in the collection, review and preparation of client information used for compliance testing and filings.  Communicates with Compliance Testing and Reporting specialists regarding testing and 5500 results or issues and is responsible for final review of each plan sponsor’s compliance package.

· Researches and resolves plan issues as they arise, by consulting with internal support teams and using various systems and databases.  Ensures all relationship issues are addressed professionally and in a timely manner.

· Organizes and completes plan-related or departmental projects.

· Responsible for the quality control and timely delivery of client work, including final review of all enhancements, data updates and plan sponsor and participant reporting.

 

RequiredKnowledge:

· General knowledge of Employee Retirement Income Security Act (ERISA), Department of Labor (DOL), and Internal Revenue Service (IRS) regulatory issues.

· Knowledge of qualified plan systems and databases such as TRAC, and overall PC and Web-based applications.

· Understanding of TPA, Plan Sponsor, broker, and participant roles and responsibilities in qualified plans.

· Knowledge of Compliance Testing and Reporting, and document related issues, such as amendments.  Ability to understand and interpret a plan document, and apply that knowledge to the administration and operation of the plan.

 

Skills and Abilities:

·  Strong communication skills.  Ability to communicate clearly, concisely and effectively, both verbally and in writing, with tact and confidence in order to explain technical compliance and other sensitive matters.

·  Strong service orientation; ability to ask probing questions and be perceptive in listening to plan sponsors’ needs.  Provide timely response in order to meet service standards.

·  Organizational and project management skills.  Ability to prioritize and manage multiple activities within service standards.  Must possess excellent organizational and problem solving skills, be detail-oriented, and have the ability to meet deadlines.

·  Follow-through skills to ensure all issues are brought to resolution.

·  Analytical and problem-solving skills.

·  Displays a positive outlook, works well in team environment, is willing to share information, remains flexible in a changing environment and performs additional duties as needed.  Ability to work collaboratively and enlist cooperation from others.

·  Ability to effectively operate in a fast paced and changing environment.

·  Demonstrated ability to apply technical industry knowledge to day-to-day issues and adapt to changing technology.



 

Education and Experience:

·  Bachelor’s degree or equivalent combination of education and work experience.

·  Pension industry certifications preferred (e.g. SPARK, CEBS, ASPPA)

·  Three to five years of defined contribution plan administration/ management experience, with a strong background in customer service/relationship management required.  Knowledge of Microsoft Office is a must.