Senior Retirement Service Consultant

Position Purpose

Ascensus is a leading independent technology and service platform powering savings plans across America. The Client Services Consultant plays a client‑service role for partners, intermediaries, and plan sponsors, applying in‑depth knowledge of retirement plans and Ascensus products to resolve complex plan issues and deliver consultative service.

Key Responsibilities

• Provide consultative client service by communicating with and coordinating solutions for clients and partners.
• Apply detailed knowledge of retirement plans and Ascensus business to address issues, deliver research, and provide creative solutions.
• Coach and mentor associates to meet or exceed client expectations.
• Monitor and follow up on assigned items, determine required actions, and document and implement resolutions.
• Communicate clearly and concisely with clients regarding services, execution, and resolution throughout the service cycle.
• Build and maintain strong working relationships with dedicated clients and financial professionals; provide updates on products and plan initiatives.
• Assist in managing vendor relationships on behalf of clients and partners.
• Drive client retention by anticipating needs and recommending changes or actions in partnership with the Relationship Manager.
• Achieve individual and team service‑level, growth, and retention goals for an assigned book of business.
• Identify and document systematic “opportunity plans”; collaborate with the Relationship Manager on strategies to mitigate risk.
• Communicate proactively with clients and partners about all components of service delivery.
• Solicit and share feedback with internal resources to improve service.
• Manage day‑to‑day schedule for self and team according to client needs and business priorities.
• Apply industry knowledge to retirement operations and service activities.
• Review status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.) and recommend plan or product changes to improve outcomes.
• Educate clients on plan features, product capabilities, and Ascensus functionality and process.
• Support peers and managers by handling escalated client calls and items; provide oversight and resolution.
• Develop and maintain strong internal relationships across departments and locations.
• Act as a subject‑matter expert on specific topics as needed and develop training materials for others.
• Participate in special projects and other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum of 3–5 years direct client experience; retirement services industry experience preferred.
• Certification or working toward certification (e.g., ASPPA, CEBS) preferred.
• Excellent written and verbal communication skills; ability to communicate clearly, concisely, and professionally with all levels within Ascensus and clients.
• Strong presentation, business etiquette, client‑service, and time‑management skills.
• Experience with financial services systems such as recordkeeping, trust, and trading; and plan recordkeeping and trust reconciliation.
• Proficiency in Microsoft Word and Excel; Access and PowerPoint preferred.
• Excellent analytical and problem‑resolution skills.
• Comprehensive knowledge of retirement plans, ERISA, DOL, and IRS regulations, and plan documents.
• Ability to work in a team environment to achieve shared service goals.
• Change‑agent mindset to initiate and respond to change productively.
• Ability to work under pressure with multiple priorities and deadlines.
• Sound business judgment; ability to manage potential financial and client‑relations liabilities.
• Willingness to work extended hours to meet business needs as required.
• Attention to detail and quality focus.
• Experience leading teams and/or projects successfully.
• Strong project‑management skills.
• Ability to travel as needed.

Salary and Benefits

• Base salary range: $60,000 – $80,000 (exclusive of bonuses and benefits).
• 401(k) match.
• Medical, dental, and vision coverage.
• Paid time off.
• Health Savings Account with employer contribution up to $1,100.
• 401(k) and 529 college savings match programs.
• Volunteer and charitable‑giving programs.
• Business casual dress code.