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Provides specialized support for Retirement Plan Services processes and/or system which includes the following: - Maintains, monitors, updates assigned business process and/or system - Researches problems and takes appropriate action to correct - Tests and implements business process and/or system modifications - May develop and provides user training for new and existing applications, products and procedures Develops and updates documentation to support policies and procedures. Develops, generates, maintains and monitors reports, files, and/or other data. Responds to questions and may provide specialized support to internal and external customers as needed. May act as liaison between vendors and process/system users or between users and other corporate areas.
Completes daily, monthly, and quarterly tasks that support the ongoing servicing of retirement plan advisory clients.
Daily System Administration functions including but not limited to AddVantage, SharePoint and Max updates.
Support all aspects of Retirement Plan Services business in improving efficiencies and service delivery by leveraging automation opportunities.
Completion of reporting and metric analysis
Procedure review and creation.
Provide technical leadership and expertise on projects supported by the business, which can range from targeted system enhancements to high impact system upgrades.
Follows effective controls and processes to ensure risks are measured, monitored and controlled.
Transaction processing including wires, trades, deposits
Completion of assigned projects
3+ years of business analyst work experience and/or operational work in banking, banking operations, retirement plan administration or third-party administration
3+ years of experience in Excel and other Microsoft Office Suite software
2+ years customer service experience
Understanding of technical concepts around retirement plan administration
Experience working independently in a fast-paced environment
Experience managing multiple priorities and re-prioritize as appropriate
Experience and ability to quickly analyze and react to customer service issues
Demonstrated ability to problem solve, providing creative options within policy guidelines
Ability to work in a team environment, resolve problems independently, inform management of all appropriate issues, work with a sense urgency while maintaining close attention to detail
Effective written and verbal communication skills
Experience with trust or recordkeeping systems, customer profile systems, recordkeeper platforms