Client Service Coordinator – Retirement Plan Administration Job recruitment
Client Service Coordinator
- Retirement Plan Administration
Job ID #: 70720
Location: TX-Houston
Functional Area: Operations
Business Line: VALIC
Employment Type: Full Time
- Permanent
Education Required: Bachelors Degree (or equivalent)
Experience Required: 3-5 years
Relocation Provided: No
Travel Percentage: 0
Position Description:
Plan Sponsor Service Team
- Plan Coordinator (Job Grade 16)
About VALIC:
VALIC has more than half a century of experience helping Americans plan for and enjoy a secure retirement and we are a leading provider to K-12 schools, higher education, government and healthcare institutions. VALIC has been in the 403(b) market since its inception writing the first K-12 403(b) program almost 50 years ago.
Position Overview:
The Plan Sponsor Service Team Coordinators serve as the primary point of contact for plan sponsors, field office and home office personnel for VALIC-s valued and preferred market segments. These market segments include groups with up to 20 million in assets, which covers approximately 26,000 groups. In this role, the Plan Coordinator functions in a call center environment and facilitates requests received by phone, fax, mail or email to the appropriate areas and oversees them through resolution.
Organization:
Each Plan Coordinator reports directly to the Plan Sponsor Service Team Manager. The team consists of eight Plan Coordinators and one Sr. Plan Coordinator who assists with workflow management. Plan Coordinators work closely with other areas such as Implementation, Plan Documents, Client Transaction Services and the Field in support of the relationship management function for all of our preferred and valued group clients.
Performance Objectives:
1. Provide Plan Support via Plan Sponsor Contact Line: Plan Coordinators provide support via our Plan Sponsor Phone Line daily, taking an average of 18 calls per day. Plan Coordinators are scheduled to be on the phone half the day and the other half is spent on case research and resolution. All requests are logged into a tracking system for review and case management through completion.
2. Follow Up: Plan Coordinators are expected to follow up with plan sponsors on all assigned work ensuring they are satisfied with our service and that all areas for improvement are identified and addressed. Each Plan Coordinator manages their own case log with approximately 12-15 cases in their pipeline daily. The ability to prioritize tasks independent of direction is essential in this role.
3. General Plan /Group Corrections: Assume responsibility for assisting field sales staff with all aspects of supporting their groups. This includes but is not limited to filing plan amendments, updating restriction messages and service notes, correcting contribution and distribution related correspondence, and other tasks as requested by field management. Average case work is completed within 2-4 business days.
4. Plan Document Review: Obtaining Plan Document files and researching specific plan provisions of qualified and non-qualified retirement plans to determine how best to meet our plan sponsors- needs.
5. PSO Website Support: Assist in the registration of new Plan Sponsor Online (PSO) website users and informational support for existing users. As well as providing website training for plan sponsors.
Position Requirements
The ideal candidate should have:
1. Bachelor-s degree in related field or approximately 4 years of related experience
2. Ability to independently prioritize multiple deadlines in a fast paced, dynamic environment
3. Strong client relationship management skills with the ability to interface with both internal and external clients
4. Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution
5. Experience in a call center environment is preferred
6. Proven skills in MS Office and the aptitude to quickly learn multiple internal systems and applications
7. Knowledge of pension plan types and of defined contribution plan daily valuation recordkeeping systems is preferred
SAFG:CB03/26/2012
SAFG:MON03/26/2012
SAFG:LI03/26/2012
SAFG:EFC03/26/2012
About Us:
SunAmerica Financial Group is one of the largest life insurance organizations in the United States based on over $236 billion of admitted assets as of June 30, 2011. Serving over 18 million customers, SunAmerica Financial Group is comprised of several leading life insurance and retirement services businesses, including American General Life Companies, AGLA, VALIC, Western National Life Insurance Company, SunAmerica Retirement Markets, SunAmerica Mutual Funds, SunAmerica Affordable Housing Partners, FSC Securities, Royal Alliance and SagePoint Financial. The unified businesses offer a comprehensive suite of life insurance, retirement savings products and guaranteed income solutions through an established multi-channel distribution network that includes banks, national, regional and independent broker-dealers, career
Financial Advisors, wholesale life brokers, insurance agents and a direct to consumer platform. Equal Opportunity Employer.