This position will be responsible in supporting our Plan Sponsor clients with their contribution processing needs. Whether the Plan Sponsor is loading their file directly through our online contribution utility, has outsourced contribution processing to us entirely, or is using one of our 180 degree or 360-degree payroll integration partners, the Payroll Technical Support Specialist will assist our clients in ensuring all contributions are processed accurately and timely.
Duties / Responsibilities:
Deliver best-in-class client experience.
Assist Sponsors/Payroll providers with technical support with Payroll uploading process.
Step in on any issues and provide sponsor directed support that is needed.
Help identify gaps and support process improvement initiatives.
Become Subject Matter Experts (SMEs) in all types of contribution processing and funding arrangements supported by American Trust.
Responsible for messaging to clients on the benefits and application of our payroll process offerings.
Assist in contribution process improvements to strive for 100% 1st call resolution.
Work collaboratively with Transitions, Operations, and Client Services to ensure the contribution processing needs of both new and existing plans are being supported.
Actively manage ticket queue to ensure all issues are being resolved timely.
Handle escalated and complex contribution inquiries while seeing them through to resolution.
Additional duties and responsibilities as assigned.
Education & Experience:
Minimum of 4 years of 401(k) /defined contribution plan recordkeeping experience
Demonstrated ability to assist with customer service issues to their resolution.
Working knowledge of ERISA, IRS and DOL regulations
FIS Relius Administration experience required.
Mid-Atlantic, Matrix and other custody experience preferred.
Working knowledge of Microsoft Office with advanced Excel skills
Strong written and verbal communication skills.
Team player with the ability to work under pressure.