At Leading Retirement Solutions (LRS) our mission is to empower all businesses with the economic independence required to help their employees save for a secure retirement. If this aligns with your values, and you possess the skill set to thrive in a fast-paced and often changing work environment, we would love for you to join our organization of experts!
We recommend and implement 401(k)s, 403(b)s, Defined Benefit Plans, SEP & Simple IRAs, ROBS, ESOPS, Church Plans, and even retirement plans for Cannabis companies. Through our open architecture recordkeeping services, we provide investment advisors, managers, plan sponsors and participants access to traditional and non- traditional investments.
Department Responsibilities
The Client Services team works directly with customers and clients of all kinds of businesses. Team members work closely with plan sponsors, partners, and participants to deliver responsive, knowledgeable, and solutions-oriented support throughout the lifecycle of their retirement plans. Team members receive and respond to client or customer questions about properly using or accessing any information regarding their retirement plans as well as expectations on meeting regulatory requirements.
Team members monitor and maintain the client relationship, receiving and processing client requests for initial and additional services. As a hub of the organization, team members regularly collaborate with multiple departments to deliver excellent client care.
Role Responsibilities
- Partner closely with plan sponsors, advisors, participants, and internal teams to guide requests and inquiries through resolution, ensuring a seamless client experience.
- Primary point of contact for clients, partners, and vendors, by actively supporting inquiries received via email, live chat, website inquiries, phone and more.
- Drive Customer behavior by providing support to clients, including making outbound phone calls/email campaigns to obtain resolutions to plan issues.
- Provide ongoing email, chat, website, and phone training for new and existing LRS team members, assisting with utilization of these communication tools and ensuring consistent engagement by team members.
- Learn 3rd party application communication tools, identify how our internal team members and external clients/partners can better utilize such tools, create, and provide training to maximize the use of such tools.
- Develop our external and internal knowledge base, as well as our intranet, by creating training materials and FAQs to support internal team members, clients, and partners with effective instructions.
- Collect, maintain, and report Key Performance Indicators and metrics related to communication (phone, email, chats, etc.) utilization.
- Facilitate and provide online account login and other software application training for new clients and partners.
- Recommend and implement operational changes that improve client satisfaction and decrease client and partner inquiries.
- Support the implementation of new clients with our company, including new account/client set up, installation of information in LRS systems, keeping information up to date in systems – auditing and approving changes, plan document preparation and transmission.
- Prepare enrollment kits, participant notices and other sponsor and participant communication.
- Support ERISA Bond, Force Out, Automatic Enrollment and other LRS programs.
- Collaborate with team members to continuously improve client service processes.
- Leads effective training sessions for internal team members, clients, and partners.
Qualifications
- 1+ year retirement industry experience
- Bachelor’s Degree
- Superb communication skills and a commitment to superior customer service
- Excellent attention to detail and accuracy, proficient with numbers and basic calculations
- A demonstrated track-record of consistently meeting and/or exceeding performance expectations
- Ability to work independently and as part of a team in a fast-paced environment
- Demonstrated ability to assist client requests and build confidence with existing system strengths
- Willingness to continually upgrade knowledge and understanding of our industry
- Self-motivated and Solutions-oriented with excellent organizational skills
- Proficiency is required with Excel, Word, Outlook, Adobe Acrobat, browsing network directories, and dual screens as we are a paperless office
Physical Demands and Work Environment
- While performing the duties of this job, the employee is regularly required to talk and hear.
- The employee is frequently required to sit; use hands to finger, handle, or feel; and reach with hands and arms.
- The employee must occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
- The work environment is usually an indoor setting with infrequent exposure to outside elements. This position requires less than 5% of travel.
- The person in this position occasionally needs to move about inside a home office environment to access file cabinets, office machinery, etc.
- Constantly operates a computer and other office productivity machinery such as a printer.
We Offer Great Benefits!
- Choice between 4 medical plans
- Dental, Vision, Accident, and Life/AD&D Insurance
- HSA and FSA options
- 2+ Weeks of Paid Time off (PTO)
- Paid Holidays
- Employer sponsored 401(k) Plan + Employer matching contributions
- Performance bonuses
- Financial support for ongoing education and credentialing
- Financial wellness services via ZayZoon
- Great, casual working environment with casual dress
- 100% Employer Paid Work from Home Setup
- Flexible Scheduling
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
- Work from home
Work Location: Remote
