Client Onboarding Supervisor | Retirement Plans

#LI-JSS #LI-Hybrid

Job Purpose/Objective 

• Coordinates and facilitates the plan implementation or transition process for new and existing TPA clients

• Transitions include plan conversions from one recordkeeper to another

Essential Functions and Primary Duties

• Oversee new plan implementation or plan transition process on all levels.

• Primary contact for all onboarding-related activity.

• Facilitate plan design calls.

• Prepare recordkeeper paperwork.

• Update internal systems.

• Communicate with Plan Sponsors, Financial Advisors, and other TPA firms.

• Provide general client service and problem resolution services.

• Assign, monitor, and review progress and accuracy of work; direct efforts and provide technical guidance on more complex issues.

• Assumes accountability for decisions made by subordinate staff.

• May spend a portion of time performing individual tasks related to the unit; however, supervisory activities constitute a primary part of the job.

• Provide major input into hiring decisions.

• Provide major input into rewarding and disciplinary actions.

• Execute annual goals and priorities.

• Ensure subordinates perform work as prescribed by policies and procedures in order to achieve productivity, service, and quality standards.

• Administer and execute policies and procedures affecting staff.

• Analyze and resolve problems, interpret policies, and demonstrate solid subject matter knowledge.

• Motivate, guide, and train staff.

• Listen and resolve grievances.

• Additional responsibilities as assigned.

*Complexity is based on the degree of uncertainty, financial risk, technical requirements, urgency, and volume or size.

Preferred Qualifications

• Bachelor's degree.

• Pension Administrator, Qualified 401(k) Administrator (QKA), or pursuing Qualified Pension Administrator (QPA) and/or Qualified 401(k) Administrator (QKA) credentials.

Minimum Qualifications

• High School Diploma or GED equivalent required

• More than 5 years customer service experience in the insurance industry required

• Must maintain current required licenses and certifications relevant to field of expertise

• Demonstrate industry experience and technical knowledge in area of expertise

• Proficient use of applicable technology

• Demonstrated ability to communicate verbally and in writing throughout all levels of the organization, both internally and externally

• Strong communication skills both oral and written with all levels of organization, both internally and externally