Service Delivery Specialist Jobs

Job Summary:

The position entails providing advanced-level support to internal service team members and overseeing participant deliverables processes. The focus is on meeting participant, plan sponsor, and advisor expectations through various tasks such as preparing and delivering marketing materials, participant statements and notices, plan sponsor surveys, e-delivery of participant mailings, and mass communications to clients. The role also involves extensive internal support, including assisting with ad-hoc reports, participant/plan sponsor research, updates to client-facing websites/tools, and coordination with vendors and IT teams. The job requires participation in process improvement initiatives, ensuring compliance with retirement plan regulations for all client-facing materials and notices.

Education & Experience:

The ideal candidate should possess a bachelor's degree in a related field or equivalent combination of education and experience, along with 3-5 years of professional experience in the defined contribution/financial service industry. Professional certifications such as ASPPA CPC, QKA, QPA, or NIPA (APA) (APR) are preferred or in progress.

Knowledge & Skills:

The candidate should have intermediate knowledge of retirement plan administration and regulations for participant mailings, as well as familiarity with billing invoice reconciliation and budgeting. Strong analytical skills, the ability to communicate technical information effectively, and proficiency in Excel, Salesforce, PACE, Workfront, and vendor-related systems are required. Attention to detail, the ability to work with a sense of urgency, and effective collaboration with internal teams and vendors are essential.

Job Complexity & Judgement: The role requires utilizing increased knowledge in the discipline to independently solve problems and effectively prioritize competing requests and deadlines. The candidate should actively identify process improvement opportunities and make recommendations to enhance efficiency.

Independence & Supervision:

The candidate will work independently, seeking guidance from the manager only in non-routine situations.

Interaction & Influence:

The position oversees critical client-facing processes with strict deadlines and manages the relationship with the mail vendor. The candidate will serve as a resource for colleagues, assist with training team members and outsourced partners, and contribute as a subject matter expert in cross-department projects. They will work closely with account managers and relationship managers to handle time-sensitive and client-facing requests, collaborating with outsourced team members to provide support and fulfill participant deliverables effectively.