Implementation Coordinator, RPS Product Support Services

Overview

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Position Summary

The Implementation Coordinator manages client relationships through the implementation of new products, mergers, terminations, ongoing communications, and transitions between products and services. This role acts as the liaison to evaluate client needs by developing, recommending and implementing solutions to fit specialized client needs. The role requires IRA knowledge and primarily provides operational process support to clients and Ascensus staff, focusing on operating procedures, compliance issues and basic technology issues related to those products.

The position is responsible for escalating compliance or procedural discrepancies and coordinating follow-up to resolve technology barriers to product and service implementation.

• Protect and securely handle all confidential data held by Ascensus to prevent unauthorized access, improper transmission, or unapproved disclosure that could harm Ascensus or our clients.
• Demonstrate the I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always in day-to-day actions and support of the organizational culture.
• Maintain proficiency in IRA, ESA and HSA compliance issues, the use of the IRAdirect System, and familiarity with ancillary products and services; possess in-depth knowledge of IRA administrative and operational processes; promote Ascensus product expansion where appropriate.
• Build and enhance client relationships related to custom product/service solutions, including new sales product follow-up; serve as client liaison when appropriate.
• Provide technical and operational assistance to clients by responding to questions related to IRA Administration and other technology products and services.
• Coordinate processes for program changes, merging, terminating or implementing products and services while maintaining task management and documentation.
• Manage relationships with clients to ensure retention; collaborate with internal sales and technology support staff to meet and exceed customer needs.
• Identify, review and analyze discrepancies and questionable procedures, escalating for resolution as needed.
• Maintain the integrity of information in internal and external standard operating procedures and reference guides; maintain or exceed team service level agreements.
• Recommend continuous improvements to processes identified through daily work with customers, internal teams and vendors.
• Demonstrate quality behavior by maintaining a positive and professional demeanor at all times.
• Contribute to overall success: follow department procedures, recognize growth opportunities, provide management with feedback/solutions to avoid errors, assist in product/service development, support team initiatives, participate in training, increase industry knowledge, and adapt to change.
• Perform other duties and special projects as assigned.

• N/A

• Associate Degree in Business, Finance or related work experience required.
• A minimum of 2 years customer service and project management experience required.
• Experience with IRA, ESA, and HSA compliance preferred.
• Proficiency in MS Office applications, specifically Word and Excel.
• Proficiency in IRAdirect and CRM preferred.
• Previous knowledge of the financial services market desirable.
• Project management experience.
• Strong attention to detail.
• Strong organizational skills.
• Ability to multi-task with competing priorities and coordinate a changing workload daily.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Ability to meet deadlines.
• Demonstrated customer service skills and a strong customer service perspective.
• Proven ability to use effective listening and problem-solving skills.
• Ability to adapt to change positively and handle other essential tasks as assigned.
• Ability to travel.

We are proud to be an Equal Opportunity Employer.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from  or  email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about the validity of a job posting, please apply directly through our website.