Customer Service & Support Jobs in Erie, PA (Now Hiring) — 523 open — Page 27

Description

Why join our team at Definiti? If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications.

Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans.

PURPOSE OF POSITION

The Defined Contribution Administration Manager is a role designed for a motivated, detail-oriented retirement plan professional with strong leadership skills. The Manager will oversee a team of retirement plan administrators and be responsible for managing workflow and ensuring deadlines, service, and compliance expectations are met. 

PRIMARY DUTIES AND RESPONSIBILITIES

• Manage a team of 8 to 15 retirement plan administrators
• Motivate, lead, and support team members to provide excellent customer service while meeting internal and regulatory deadline 
• Interface with other DC Administration Managers on a regular basis      to coordinate continuous and holistic process improvement 
• Clearly document processes and update as needed
• Assist and support company goals and objectives
• Resolve and provide solutions for internal questions and issues      that arise within team
• Communicate with clients, financial advisors, CPAs, and other      professionals on escalated service or compliance related items regarding      your team 
• Develop alternatives that will improve efficiency, make      recommendations for changes, and assist in implementing changes to the DC      administration team
• Train and mentor staff members. Be a subject matter expert in      compliance testing and industry knowledge
• Monitor team productivity and deadlines
• Assist team with FTW and Pension Pro software related questions      surrounding plan administration
• Point of contact for a small block of key client relationships on      the team
• Review and consult on plan sponsor requests and administration
• Lead special projects and initiatives as needed
• Perform annual performance reviews and      set personal goals for team members to achieve

Requirements

COMPETENCIES REQUIRED

· Excellent knowledge of ADP/ACP, 415, 410(b), Top Heavy and 401(a)(4) non-discrimination testing

· Ability to manage staff located in remote locations

· Coach, motivate, and mentor employees to achieve company goals in a results-oriented team environment

· Key contributor to the improvement of the company’s operations processes and procedures

· Must be detailed and possess strong organizational skills

· Time management focused adhering to deadlines and timelines

· Ability to analyze a situation and provide solutions

· High proficiency with Microsoft Office applications

· Demonstrated excellence in written and verbal communication

· Conveys a professional and positive attitude while leading a team in a fast-paced environment

EDUCATION AND QUALIFICATIONS

· High school diploma or GED required

· Bachelor’s degree preferred

· 5+ years in retirement industry (TPA) with demonstrated career growth, having taken on increasing responsibilities, contributing to strategic goals and objectives, assisting and training employees and helping shape company processes and procedures 

· 2+ years in a supervisory, team lead or management position within the retirement plan industry

· Accustomed to using Microsoft Teams or virtual-meeting applications to work with colleagues regularly on video and use the chat feature for quick communications

· Proven handling of client and financial advisor escalation

· FTW and Pension Pro software preferred

· Broad knowledge of the retirement plan industry, ASPPA and/or NIPA credentials preferred 

· Occasional travel limited to a few times a year 

REMOTE WORKING REQUIREMENTS

As a remote-first company, we have compiled expectations for a successful remote work environment:

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work. A stable, high-speed internet connection is essential for effective communication, collaboration, and productivity while working remotely
• Designate a quiet, and well-lit space free of as many distractions as possible
• Be online and available to work during designated business hours in local time zone
• Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. We utilize many Microsoft Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing. Familiarity with Microsoft Teams is a plus
• Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint

BENEFITS

Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

• A virtual-first work philosophy for most jobs
• 401(k) with up to 4% match
• Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
• 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
• Paid Parental Leave
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility