Onboarding Specialist

2 weeks ago

Greensboro, North Carolina, United States Ascensus Full time

Overview of the Role:

The Onboarding Specialist plays a crucial role in facilitating client integration processes to ensure that essential objectives are achieved. This position involves engaging in discussions with clients and financial professionals regarding various data setups, as well as managing files from previous recordkeepers. The specialist aids in the conversion and translation of financial and demographic information to guarantee a precise and timely transition of plan liabilities. A strong emphasis is placed on maintaining high levels of client satisfaction for Plans and Partners by adhering to established processes and protocols for plan installations, ensuring deadlines and quality standards are consistently met. Additionally, this role supports Quality Assurance (QA) initiatives to confirm that deliverables are fulfilled.

Required Skills and Competencies:

  • Communication Skills: Proactively engages with plan sponsors, financial professionals, and previous recordkeepers. Demonstrates the ability to document procedures clearly and understandably, effectively communicating specific tasks to clients.
  • Technical Knowledge: Familiarity with non-qualified deferred compensation plans is advantageous, alongside job-specific technical expertise. Exhibits a comprehensive understanding of assigned tasks that underpin operational functions and the broader concepts involved.
  • Problem Solving: Identifies and resolves issues using available resources and procedures, taking ownership of problems with undefined resolutions based on conceptual knowledge.
  • Detail Orientation: Recognizes the implications of decisions across business divisions and communicates these to team leadership when necessary. Develops and presents process enhancements to improve efficiency.
  • Conflict Resolution: Effectively addresses conflicts within the team and escalates cross-team issues to senior associates or leadership for resolution. Aids team members in finding constructive solutions.
  • Training and Mentoring: Takes responsibility for mentoring peers on new or existing processes, ensuring a thorough understanding of the underlying concepts. Capable of explaining the rationale behind processes and their impact on other functions.
  • Decision Making: Independently makes decisions regarding participant or plan-level transactions and identifies unique situations that require appropriate escalation.
  • Planning and Organizing: Typically plans 2-3 days ahead to meet specific tasks and departmental objectives. Considers team workload when scheduling tasks and maintains organization for quick retrieval of information.
  • Time Management: Demonstrates a strong grasp of departmental priorities, rarely needing assistance with conflicting tasks to ensure all deliverables are met.
  • Initiative: Completes assigned daily tasks and often assists colleagues to ensure deliverables are achieved. Actively seeks additional departmental responsibilities and supports projects.

Key Responsibilities:

  • Effectively manages assigned tasks to meet or exceed departmental service goals and specific partner service levels for quality and timeliness.
  • Provides clear communication to clients, financial professionals, previous recordkeepers, and Implementation Project Managers regarding key events and functions related to plan onboarding.
  • Coordinates with plan sponsors and previous recordkeepers to collect necessary information.
  • Engages in discussions with previous recordkeepers and clients during the onboarding process to ensure all required data is received and processed.
  • Communicates any missing information to relevant external parties to complete participant setups.
  • Reconciles reports from previous recordkeepers to prepare reconciliation packages for client approval.
  • Monitors follow-up on assigned items, ensuring problems are resolved and escalates client trends or issues to management as needed.
  • Trains other associates on all responsibilities related to the role.
  • Participates in file setup discussions for both conversion and startup plans to ensure timely and accurate submission of enrollments and contributions.
  • Updates various internal tracking systems to ensure accurate monitoring of installation milestones.
  • Oversees the internal department's task completion within the implementation plan by the scheduled date.
  • Provides feedback to Implementation Project Managers and Management regarding potential client issues or implementation delays.
  • Proactively escalates potential risks to leadership that may impact service satisfaction or financial liability.

Minimum Qualifications:

  • Bachelor's degree or a minimum of 5 years of experience in the financial services or retirement services sector.
  • Strong client-focused background with experience in a fast-paced environment.
  • Proficient knowledge of non-qualified deferred compensation plans and plan documentation is preferred.
  • Excellent time management and prioritization abilities.
  • Strong written and verbal communication skills, capable of engaging effectively with all levels within the organization and with external clients.
  • High level of computer literacy with recordkeeping and trust systems.
  • Proficient in MS Office applications, particularly Excel and Access.
  • Strong analytical and problem-solving skills.
  • Ability to collaborate in a team environment to achieve the common goal of exceptional customer service.
  • Adaptability to change and ability to manage additional essential tasks as assigned.
  • Capacity to work effectively under pressure with multiple priorities and deadlines.
  • Willingness to work overtime as needed to meet business demands.

Please be cautious of employment fraud. All communications from Ascensus or its hiring managers will originate from verified email addresses. We will never request payment or require the purchase of equipment. If you have any doubts about the validity of a job posting, we encourage you to apply directly through our official website.

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