401(K) - Associate, Retirement Plan Distributions with Omni Exp

Provides phone and e-mail support to members, benefits administrators, and other industry representatives requesting information, assistance and/or problem resolution across the Client defined contribution and defined benefit pension plans distribution administration.

Coordinates with internal business partners and benefits administrators on data and calculation issues that impact the facilitation of benefit payments.

Mails and tracks participant notices and letters to ensure compliance with Client and qualified plan requirements, ensuring appropriate document retention.

Performs detail review of incoming loan and benefit payment requests and supporting outstanding check reconciliation/resolution activities.

Maintains proficiency in all Retirement Plan Distribution processes to answer phone calls and process work assigned as determined by workload fluctuations. Attends comprehensive training sessions to gain additional product knowledge of new or improved services for members and employees.

Responds to member requests for benefits information. Logs and documents communications (calls/emails/faxes) and processing work into logging/workflow systems and follows-up professionally, maintaining accountability through to resolution. Maintains a broad working knowledge of pension plan policies, practices, procedures, and business applications.

Recommends procedure/policy changes that enhance the efficiency and effectiveness of operations as it relates to servicing the membership and our employees.

Notifies manager of any compliance issues to make certain the issue is handled in a timely manner. Determines when issues require transfer to appropriate our subject matter experts. Obtains the necessary information to effectuate the transfer,

Formal Education Required: High School Diploma or GED; Associate degree in Business Administration, Finance, or Accounting, preferred.

Experience and Certifications Required:

One to three years of experience in the retirement plan, insurance, banking or financial industry processing retirement plan distributions preferred.

Knowledge of defined contribution and/or defined benefit plan administration preferred.

Ability to answer telephone calls and email requests using excellent telephone customer service skills.

Ability to learn new systems and processes and quickly incorporate them into the daily work. Ability to communicate effectively, both verbally and in writing, with a diverse membership and employees in a clear and precise manner.

Ability to listen and interpret the customer s needs to de-escalate difficult customer calls, while at the same time researching the issue and applying broad business and technical knowledge to meet the customer s satisfaction.

Ability to manage competing deadlines and multiple projects at various stages of development using effective organization skills.

Ability to apply good judgment related to escalating issues and requesting assistance. Ability to define issues, establish facts, and draw valid conclusions as demonstrated by prior work experience.

Ability to effectively interact with others and work in a team environment and providing follow-up when needed. Ability to answer phones and perform multiple tasks while being flexible and able to cope with changing conditions/policies/procedures in a fast-paced and sometimes intense working environment, while staying productive and maintaining a high level of accuracy.

Ability to perform mathematical calculations (addition, subtraction, division, multiplication, percentages) for distribution calculations. Ability to use Microsoft Office tools (Excel, Word, Outlook, Power Point) and to operate various office equipment such as personal computer, copier, printer, fax machine or other job-related equipment. Ability to provide service excellence by building relationships, being resourceful, responsive and respectful. Ability to report to the office when required.