R0003611 - Operations Specialist

Ascensus • Franklin, TN 37064

Posted 2 weeks ago

Job Description


Section 1: Position Summary

Operations are responsible for the back office transaction processing for plans including distribution processing, plan deconversion and plan termination. These teams work closely with internal and external clients to ensure that transactions are processed in a timely manner and exceptions are resolved as quickly as possible. The Operations Specialist will support the team in providing a high level of service to both internal and external clients. The Operations Specialist will provide timely and accurate processing of specified operational activities within the Department, focusing on meeting daily/weekly/monthly SLAs. The role also involves understanding operational workflows as it relates to the both the individual role as well as Operations as a whole.

Section 2: Job Functions, Essential Duties and Responsibilities


* Ensure timely and accurate processing of all distributions (loans, terminations, hardships, etc.)

* Assist with quality checks for all distributions.

* Research and resolve outstanding issues as it pertains to Distributions processing

* Partner with various trust companies and internal departments to ensure participant checks are mailed timely. Also ensure all trust excesses are identified and invested or resolved timely.

* Ensure timely and accurate production and distribution of corrective distributions, RMD's, and other cyclical events related to Distribution processing.

* Timely and accurate reinvestment of un-cashed and/or voided distribution checks.

* Ability to effectively communicate (verbal/written) with Clients on transaction forms that are not in good order and see forms through to completion

* Ability to identify escalated issues/concerns and provide these to your leadership team.

Plan termination and Plan deconversion:

* Work with internal associates, clients and advisors to timely and accurately deconvert plans

* Work with internal associates, clients and advisors to timely and accurately terminate plans.

General duties and responsibilities:

* Consistently provide a high level of Customer Service while communicating and coordinating with internal/external business units to assist in issue resolution.

* Research and resolve comments or client requests as assigned.

* Serve as a resource person for the team and other departments when issues and/or questions arise

* Provide management reporting as required.

* Resolve internal and external client issues by responding to all correspondence within communicated and departmental standard timeframes.

* Collaborate with team members to continuously improve processes and how to meet team goals and objectives.

* Improve operation of unit by reviewing processes and making recommendations for improvement as needed.

* Assist internal clients with service or processing issues by providing professionalism and accuracy within a designated time frame of receiving a request.

* Act as a subject matter expert on specific topic(s) and can be relied upon for responsibility to train within and across other departments

* Achieve service level goals identified by within Department.

* Document procedures and work flows.

* Participate in projects as assigned by working in conjunction with leadership and resources from other business units.

* Provide mentoring and training to teammates or peers as necessary.

* 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.

* 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


* N/A

Section 3: Experience, Skills, Knowledge Requirements

* Communication Skills - Communicates regularly with both peers and colleagues in other business units. Demonstrates ability to document procedures that are clear and easy to understand. Effectively communicates with clients on specific tasks.

* Technical Knowledge - Minimal ERISA knowledge or job specific technical knowledge required. Demonstrates in depth understanding of assigned tasks underpinning operational function.

* Problem Solving- Effectively solves problems with direction utilizing resources/procedures for a specific process, with a defined resolution.

* Detail Oriented vs. Big Picture- Generally focuses and understands details on specific tasks while understanding to a limited extent the identified implications to the entire process associated with the task.

* Conflict Resolution - Addresses conflicts within team (direct circle of influence) related to tasks/processes for which they have direct ownership.

* Training/Mentoring - Is generally trained/mentored and has the ability to train a fellow associate on specific tasks.

* Risk Taking/Decision Making - Makes decisions on a participant or plan level transaction based on precedent (assistance may be required).

* Planning/Organizing - Generally plans 1-2 days in advance in order to meet specific tasks as defined. Generally planning for self only and vacation back-up as needed. Organized so that specific items can consistently be retrieved quickly.

* Time Management/Prioritization - Works most efficiently with a pre-defined schedule or set of existing priorities, but able to be effectively flexible if a situation calls for it. Needs assistance dealing with conflicting priorities. Responsibility to manage own tasks.

* Work Style - Works well independently on specific tasks. Requires some direction in more complicated or out of the box tasks. Able to develop and maintain rapport with others, demonstrates sensitivity and respect for others.

* Initiative/Work Ethic - Completes daily work as assigned. Will seek out opportunities to assist peers with daily volumes. Will take on additional departmental responsibilities when assigned.

* Bachelor's degree in Business Administration, Management, Finance or equivalent work experience

* Familiarity MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)

We are proud to be an Equal Opportunity Employer

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 6 million Americans save for retirement and college.


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