Retirement Services Specialist, Processing

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Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a  One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees.

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The Retirement Services Specialist – Participant Service, provides dedicated support to 401(k) plan participants, addressing a wide range of inquiries related to account access, distribution options, and other plan related matters. This role handles incoming emails, as well as escalated calls from the call center, working to resolve complex issues with accuracy and empathy.

• Respond to participant inquiries via phone and email.
• Research and resolve escalated calls from the call center.
• Track and process incoming payroll contribution submissions, ensuring accuracy and timeliness.
• Review, process, and approve participant transaction requests in accordance with plan rules and internal procedures.
• Conduct identity verification for participant transactions to ensure compliance and prevent fraud.
• Monitor contribution files for errors or discrepancies and coordinate resolution with internal teams or clients.
• Maintain detailed records of transaction processing and issue resolution in the ticketing system.
• Collaborate with internal departments, recordkeepers, and advisors to ensure timely and accurate processing of participant transactions.
• Communicate with clients regarding missing or incorrect payroll data and follow up to ensure timely corrections.
• Assist with reconciliation of contribution data and deposits to ensure proper allocation to participant accounts.
• Support audit and compliance efforts by providing documentation and transaction history as needed.
• Process incoming mail and deposits related to contributions and transactions, ensuring proper documentation and handling.
• Participate in department projects and initiatives related to process improvement and system enhancements.
• Support team initiatives and project-based work as required.
• Perform other duties as assigned by supervisor.

• Strong customer service skills, with a professional and solution-oriented approach.
• Excellent written and verbal communication skills.
• High attention to detail.
• Organizational and time management skills.
• Problem solving skills.
• Proficiency with Microsoft Office, especially Excel, Word, and Outlook.
• Skilled in multitasking across multiple platforms in a fast-paced environment.
• Team player mentality, with a collaborative and adaptable approach to supporting broader service goals.

• High School Diploma or equivalent is required.
• Customer service experience is required.
• Payroll or employee benefits experience, including 401(k), is a plus.
• Required Licenses and/or Certifications.

a plus, but not required

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Frequently required to sit; occasionally required to stand and walk. Specific vision abilities required include close vision, color vision, and ability to adjust focus.

Frequently required to talk and hear. Moderate concentration/intensity, which includes prolonged mental effort.. Average memory, taking into consideration the amount and type of information. Noise level in the work environment is usually moderate.

Indoor, office environment. May occasionally have…