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Client Service Associate -- Retirement Services

AHT Insurance is seeking an experienced Customer Service Associate to play an integral role within the Retirement Services team, partnering with Plan Consultants and Relationship Managers to deliver high level service while functioning as the primary day-to-day contact for Retirement Plan clients.  This individual will build and maintain highly professional working relationships while delivering concierge-like service to our clients. 

This is an exceptional opportunity for career minded individuals who seek the opportunity to work with a well-respected independent insurance broker.  Our high retention rate means that your relationship building skills will be recognized and valued.  We have excellent insurance company relationships and an outstanding reputation with our clients.  AHT is recognized among the “100 Largest Brokers” by Business Insurance magazine and has repeatedly been recognized as a top employer, both within the insurance industry and across various geographic markets. 

Position Responsibilities

The Client Service Associate will be chiefly responsible for:

  • Serving as the day-to-day contact for both large and small retirement plan clients; answering questions about plan operations and administration.
  • Managing requests from the client and/or participants in a timely manner.
  • Understanding clients’ goals/objectives and delivering proactive account management to anticipate and resolve any issues that arise, leading to client satisfaction.
  • Supporting a team responsible for servicing company sponsored retirement plans.
  • Supporting the implementation and maintenance of company sponsored retirement plans.
  • Reviewing plan documents, understanding retirement plan provisions and accurately applying these to client and participant circumstances.
  • Performing quality control checking and coordinating delivery of periodic plan Investment reviews; effectively working with plan Advisor/Consultant to implement any investment fund changes requested by clients.
  • Assisting with the preparation of client facing materials and preparing reporting packages in a timely manner.
  • Reviewing accuracy of fee schedules, completing quarterly invoicing, and assisting with processing of payments.
  • Coordinating education campaigns for assigned plans to demonstrate their value to employees and promote plan participation, including development of compliance-approved materials and delivery of presentations as needed.
  • Sending requests for proposals to carriers and reviewing proposals when received from providers.  Negotiation of terms and conditions may be required; and is encouraged.
  • Managing plan implementation/conversion.
  • Reviewing commissions to ensure payment on all accounts.
  • Researching and resolving processing and miscellaneous administrative or billing issues with client and internal team members.
  • Providing technical support to clients regarding retirement plan regulatory and compliance issues.
  • Working with education team to complete communication/educational pieces, as requested.
  • Fulfilling necessary reporting and disclosure requirements. 
  • Maintaining administrative records/files relating to account management (to include RPAG, Epic, and SalesForce).
  • Coordinating and directing schedules, travel arrangements and client or vendor meetings, as needed.

Position Requirements

  • 2+ years of related experience in the retirement plan, financial advisory or benefits industries.
  • Bachelor’s degree or higher level of education strongly preferred.
  • Licensed Life & Health insurance agent. 
  • Minimum Series 6 or 65 license; currently held or must be obtained within 6 months of hire.
  • Genuine interest in service and caring for other people.
  • Detail-oriented with a strong focus on getting the details right.
  • Proficiency with numbers and basic calculations.
  • Positive attitude and extraordinary client service skills. 
  • High degree of responsibility and ownership of tasks.
  • Demonstrated track record of consistently meeting and/or exceeding performance expectations.
  • Possessing a bias for action, avoiding workplace distractions, and driving performance targets to completion.
  • Professional demeanor and strong verbal and written communication skills.
  • Excellent organizational and time management skills.
  • Ability to apply critical thinking, make sound judgments, and pay attention to detail.
  • Proficiency with MS Office applications, including Excel, Word, and Outlook, as well as general computer skills as we are a paperless office.
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