Job Description

The Plan Support Administrator is instrumental in carrying out the core responsibilities of the Plan Support Department. Responsibilities include providing outstanding customer service to plan participants in both English and Spanish, conducting orientations, facilitating workshops, processing participant separations and withdrawals, managing early retirement incentive plan enrollments, and collaborating with plan trustees and annuity providers to ensure seamless distribution processes. The Plan Support Administrator reports directly to the Manager of Plan Support.

• Answer support contact line while providing exceptional service to clients and plan participants (averaging 20-30 calls per day) in both English and Spanish.
• Travel to agency sites to present informational orientations for potential plan participants and attend enrollment workshops.
• Systematically manage multiple inquiries and craft communications for clients and plan participants across various channels (telephone, email, fax, mail, etc.) in both English and Spanish.
• Proactively process enrollment and distribution requests upon receipt while meticulously maintaining and updating database records.
• Verify client and participant documentation for accuracy and completeness, resolving discrepancies as needed to ensure compliance.
• Effectively coordinate with clients, partners and internal departments via phone and email to address all product issues and provide necessary research, problem solving, and support; seeing complex problems through to resolution.
• Develop and maintain relationships with clients, trustee, annuity representatives, and plan participants to become their provider for information and resources related to their retirement plans.
• Perform other duties and special projects as assigned.
• Perform at a level to meet and sustain department metrics and expectations.
• Maintain a professional demeanor.

• Bachelor's degree or equivalent experience preferred.
• Must be bilingual in Spanish (verbal and written).
• 1-3 years experience in customer service required, preferably in a financial setting.
• Must be at ease with public speaking and display professionalism.
• Confident in delivering presentations and engaging with audiences.
• Excellent time management, prioritization with multitasking, and problem-solving skills.
• Superior interpersonal and analytical skills.
• Must be proficient with Microsoft Office Suite.
• Ability to compose/proof original correspondence: letters, email, etc.
• Ability to work without direct supervision, and efficiently manage tasks and time.

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