Retirement Plan Services Customer Support Specialist

Alderson Loop is looking for a RPS Customer Support Specialist join a team that manages micro-market clients at a Fortune 500 investment firm. The specialist will develop customized conversion communications plans for new clients offering the firms retirement plan services. The Specialist is accountable for overall client satisfaction with the communications offer for new client conversion projects. The specialist will be working with clients for the first 90 days making sure the conversion from previous Retirement Plan Service to the firm’s is successful.

At one time the specialist could be managing 6-8 clients that are all in different parts of the conversion process.

• Accountable for the overall client communications and participant experience for an assigned group of small to midsize retirement plan conversion projects. Focus is on ensuring satisfaction with the client and advisor experiences with a goals of client retention and increased future sales. Partners with internal service team members and external clients and advisors to understand the complexities of each unique conversion project.
• Supports development of participant conversion communications to include identifying target audiences, timeframe, and products that meet the project's goals. Maintains the plan throughout the project and adjusts accordingly based on client feedback and timing. Uses a variety of project process/implementation methods.
• Leads conversion communications presentations with client and advisor contacts virtually
• Facilitates and manages the development of conversion communication materials.
• Provides direction to internal team members to execute on the needs of the client.
• Creates new content, when necessary, that is aligned with T. Rowe Price standards and protocols.
• Works with various internal and external partners to ensure timely delivery of materials.

• Bachelor's degree in Business Management, Finance, Communication, Marketing or another related degree
• 2+ years of customer support/client management experience for an enterprise firm
• Experience editing marketing materials (print, email, presentations)
• Experience writing content related to retirement plan services
• Must understand retirement plan services from backend to frontend
• Experience managing multiple projects concurrently that will have different deadlines