Director Retirement Client Services

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Newport, an Ascensus company, helps employers offer their associates a more secure financial future through retirement plans, insurance and consulting services. Newport offers comprehensive plan solutions and consulting expertise to plan sponsors and the advisors who serve them. As a provider and partner, Newport is independent, experienced, and responsive.

Job Summary : Manages multiple large and complex non-qualified national client accounts and relationships including communications, administration, problem identification and resolution, and overall accountability of Plan funding and liability needs to meet contractual requirements and client expectations and build on service reputation and relationships to position Newport as the clients' provider of choice for additional products and services.

Essential Functions : Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions .

• Participates as a member of the non-qualified management team to determine strategy and direction of non-qualified product line.
• Manages and develops assigned intermediary relationships resulting in successful and profitable joint business initiatives.
• Oversees multiple large and complex “national” accounts, while also acting as the point of escalation for book of business.
• Leads department and business line projects and initiatives to increase efficiencies, decrease cost and document changes in processes and procedures; participates in training and rollout of initiatives, as subject matter expert.
• Produces and streamlines senior management reporting requirements. Incorporates efficiencies to provide useful management tools.
• Identifies and champions cross selling opportunities where appropriate and escalates through the proper channels.
• Promotes and ensures that all key client activity is accurately reflected in the workflow management system for client accounts.
• Monitors key client accounts and ensures that all client service work and deliverables are completed in a timely, accurate and consistent manner and works with staff to ensure that all issues are responded to and resolved.
• Communicates enhancements of internal systems and/or processes for Plan administration.
• Works with vendors to investigate and resolve transaction issues, take required action and notify client of resolution. Develops and maintains relationships with plan sponsors and human resources contacts of key clients.
• Ensures the provision of services expected by identifying and resolving issues and ensures compliance with contractual requirements. Acts as liaison between Intermediary/Producer and the client.
• Communicates and coordinates activities to finalize the implementation of new client accounts and ensures seamless transition into Newport's administrating services.
• Identifies areas of client sensitivity or unique requirements and advocates for clients to others within the organization so that services can be delivered as expected for clients
• Provides communications, services and resources for enrollments and responds to the needs of plan sponsors, human resource contacts and plan participants to meet client expectations and contractual requirements for enrollment related services.
• Monitors and manages billing process and receipt of payment.
• Investigates and resolves billing issues by ensuring accuracy of invoices and proper crediting of payments.
• Develops presentation materials and actively participates in annual plan review meetings for assigned clients and on a selective basis, for annual client meetings.
• Organizes list of recommendations and enhancements and contributes to the development, updating and enhancement of materials associated with presentation, enrollment, new client communications and administration of new or changed plans.
• Coordinates and provides client with appropriate accounting, tax, and legal consultation.
• Provides client with relevant legislative and industry updates.as needed
• Leads and supports Newport platform enhancements, acts as subject matter expert, enabling functionality, and effectively communicating enhancements to sponsors, participants and Relationship Managers.
• Implements and supports Newport's business and client service model with the ability to advise Relationship Managers to execute successfully.
• Focuses on learning in everyday activities and events
• Collaborates with and openly shares knowledge with colleagues
• Regular, reliable and punctual attendance.

Management Responsibilities

• Manages and develops a high performing team through implementation of effective recruitment, training/cross training, performance management, mentoring, motivation and coaching.
• Leads and engages employees in a positive and professional manner where inclusion and diversity of thought are leveraged for innovation and continuous improvement.
• Works with employee to set and execute employee SMART goals/objectives.
• Manages direct reports according to Newport policy
• Maintains safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations

Required Education, Experience and Certificates, Licenses, Registrations

• 5 to 7 years of retirement industry experience with 3-5 years direct experience in client relationship management; or equivalent combination of education and experience.

Preferred (but not required) education or skills for this role

• Bachelor's degree (B. A.) from four-year College or university.

Competencies

• Analytical Thinking
• Interpersonal Skills
• Organizational Skills
• Avid Leader and Mentor
• Project Management
• Problem Solver
• Sound Judgement
• Develops Others
• Proactive
• Team Player
• Attention to Detail
• Rapport Building
• Client Focused

Travel: Up to 10%.

Other Duties

Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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