Technical Lead, Document Services

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.

Section 1: Position Summary

The Document Services team provides employer plan documents for qualified retirement plans. This position will participate in product, project, and workflow initiatives as a Subject Matter Expert (SME) for Document Services roles.  The Technical Lead will proactively manage components of the plan document process to ensure timely and accurate delivery of plan document packages for employer signature.  This position will handle automated/mass processes for the document services team as well as identify and implement additional automation opportunities.

Section 2: Job Functions, Essential Duties and Responsibilities

• Act as Subject Matter Expert for Document Services in project/product meetings and assist in documentation and training:
  • Participate in working through changes needed for the document processes
  • Provide specific training
  • Coordinate needed updates to procedural documentation
• Manage all elements of plan document events and tasks that include detailed needs assessment review, service definition, coordination with multiple parties
• Collaborate with leadership and team members to continuously improve and automate document processes
• Provide input to leadership on client issues and weekly/monthly reports as defined
• Proactively escalates potential risks to appropriate leadership staff that impact either service satisfaction and/or financial liability
• Act as mentor and coach to other Document Services staff and provides one-on-one and group training to staff as requested
• Facilitate process improvement initiatives specific to document services including analysis, testing support and quality controls and procedural documentation.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Assist with other tasks and projects as assigned

Supervision  

• Responsible for the design and supervision of automated document processes
• Manage 3-5 document projects with established timelines and/or budgets

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree in Accounting, Business Administration, Mathematics, or equivalent work experience
• Minimum of 3 years of industry experience in retirement services environment including client services experience
• Strong knowledge of retirement plans, ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype)
• Strong presentation skills, telephone etiquette and professionalism, client service skills and time management proficiency.
• Excellent written and oral communication skills.  The ability to communicate effectively (clear, concise and professionally) with all levels within the Ascensus organization, as well as with our client base
• Computer literacy with recordkeeping systems and trust systems; experience with plan document generation systems preferred
• Proficiency in MSOffice software applications, specifically Word, Excel, Access, and Visio
• Strong analytical and problem resolution skills
• Ability to work in a team environment to ensure common goal of providing exceptional customer service
• Ability to work well under pressure with multiple priorities and deadlines in a high stress environment
• Ability to make dependable judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company
• Must possess strong facilitation, negotiation, and conflict resolution skills
• Ability to escalate issues to appropriate levels within an organization
• Ability to facilitate meetings to obtain feedback and information and document findings

We are proud to be an Equal Opportunity Employer

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