Specialized Services Specialist

FuturePlan is the nation's largest third-party administrator (TPA) of retirement plans, partnering with advisors in all 50 states. FuturePlan delivers the best of both worlds: high-touch personalized service from local TPAs backed by the strength and security of a large national firm, Ascensus. Our roots go back decades, with nearly 30 outstanding legacy firms now joined together to deliver unmatched levels of service, innovation and expertise to a fast-growing client base from coast to coast. The FuturePlan team includes more than 500 credentialed plan professionals, 60 actuaries, and one of the industry's largest in-house ERISA teams. Learn more at FuturePlan.com.

Section 1: Position Summary

This role is initially and primarily responsible for supporting the FuturePlan Repapering/Repricing initiatives. These responsibilities are expected to result in an improved advisor and client experience leading to a successful repapering experience, organic revenue growth and retention through timely, knowledgeable, and focused efforts in support of our FuturePlan Repapering/Repricing initiatives. This position will be a resource to our FuturePlan Service teams with the specific intention of owning and responding to repapering and repricing inquiries with expertise allowing our service consultants to focus on the delivery of compliance and consulting expertise.

The position reports to the Vice President - FuturePlan Revenue Assurance. The position collaborates closely with team members of the following organizations: FuturePlan Revenue Assurance, FuturePlan Service and FuturePlan Billing Support. It is expected this role will primarily focus on support of the Repapering/Repricing initiatives and other revenue assurance projects, as assigned.

Section 2: Job Functions, Essential Duties and Responsibilities

• Serve as primary contact to advisors, clients, and FuturePlan Services teams for addressing questions and inquiries resulting from actionable communications; point of contact for coordinating resolution of escalated client issues.
• Provides clear communication and customer service on all repapering/repricing related inquiries and issues to external customers and internal business partners.
• Responsible for understanding and explaining revenue share by recordkeeping partner.
• Responsible for representing client and associate feedback and needs to improve future advisor and client impacting initiatives including, but not limited to repapering, fee increases, regulatory restatement, and amendments driving improved client and associate experiences leading to reduction in revenue leakage.
• Represent FuturePlan revenue assurance interests on various internal cross functional committees and teams as they relate to assigned initiatives. Initially focused on repapering/repricing and related activities, tracking and reporting.
• Investigates, analyzes, and resolves inquires related to repapering/repapering inclusive of, but not limited to revenue sharing, trust payments, credit card payments and collections.
• Presents oneself as a positive role model to the company and customers.
• Adheres to all department and company policies and procedures.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients. Responsible for protecting, securing, and proper handling of all confidential data held by FuturePlan to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day-to-day basis showing your support of our organizational culture.
• Assist with other tasks and projects as assigned.

Supervision

• N/A

Section 3: Experience, Skills, Knowledge Requirements

• Associate degree or equivalent work experience
• 2 years of customer service experience
• Strong client interface and verbal & written communication skills
• Demonstrated ability to learn new products and software and explain with clarity and simplicity
• Demonstrated recurring excellence investigating advisor and client issues history for explaining difficult issues to clients resulting in a positive client experience
• Detail oriented with strong organizational and time management skills
• Strong people skills with internal and external clients
• Ability to manage multiple priorities and meet deadlines
• Ability to work independently as well as with a team in a fast-paced environment
• Working knowledge of Microsoft Office Suite and experience with technology

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

We are proud to be an Equal Opportunity Employer