Retirement Services - Resolution Support Specialist II

RESPONSIBILITIES:

• Receives requests for research and issue resolution via phone, email, Power Image, and Clarify queues from Service, Sales, Payroll, and Operations associates all through the workflow coordinator. Determines appropriate corrective action to resolve issues and minimize impact to clients. Corrects system data as appropriate. Documents notes and outcomes in Clarify system. Meets internal SLAs for response times.

• Performs duties of inbound Client Service Representative during peak periods.

•  Successfully navigates through all systems and properly utilizes each system to its full potential i.e. Omni, Tops, Clarify, DBAL, ISview, AIS, ACTS, PES, E-Imaging, Plan Sponsor Website and LUMIN , KBASE, and Pristine warehouse. Exhibits understanding of and utilizes all payroll systems at the point of call. Is able to identify differences in payroll software including all PC payroll products including PCPW versions and Pay Expert. Demonstrates understanding of the process and is able to troubleshoot issues with Auto Enrollment, payroll feeds including mass process, import problems, fee disclosure, and web issues.

• Understands procedures for audit requests and reconciliation issues. Demonstrates understanding of the concept behind adjustments (when necessary and what supporting documentation is needed). 

• Effectively explains compliance testing, testing limits, coding, refund taxation to clients, and corrective actions to all tests.

•  Demonstrates an ability to reconcile Form 5500 and applicable schedules. Understands 401(k) rules and regulations including IRS and ERISA/DOL regulations. Competently explains processes and procedures with regards to loans and withdrawals including MRD's, Death Payouts and QDRO's, OFA, amendments and adjustments.  

• Exhibits working knowledge of 401k, call center, relationship management or similar experience. Explains to the client and internal associates how systems relate. Understands work flow, above average call handling, payroll feeds along with progressing technically. Escalates issues appropriately. Applies strategies where approprieate to clients for plan enhancements, additional business and overall retention and can discuss these benefits with the client. Provides a high level understanding of the types of investments in each retirement plan and be a conduit for client and associate questions.

•   Exhibits understanding of product features and demonstrates strong technical expertise in all aspects of our products and services to (i.e. OFA, Small balance cash out, brokerage, accelerated money movement, loan DDL, co - fiduciary product, EBA, AE, etc..).Brings substantive conflict and disagreements into the open and attempts to resolve them, escalating them to management when appropriate. Makes procedural or process suggestions for achieving team goals/performing functions. Demonstrates proficiency in the use and application of systems needed to be effective and shares this knowledge with others. Develops and applies knowledge of the business, products, systems and technology, including updating procedures and LUMIN. Demonstrates possession of and uses cross-functional/ departmental knowledge.

EDUCATION & CERTIFICATION REQUIREMENTS:

High School Diploma

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