Trade Associate (Client Services)

Section 1: Position Summary 

This position provides client service to our partners, intermediaries and plan sponsors. Serve as a resource to plan sponsors and financial advisors for matters related to plan level investment change requests; model additions, maintenance and self-direct brokerage setup. The Client Service Trade Associate works all internal Trade teams to deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting. 

Section 2: Job Functions, Essential Duties and Responsibilities 

• Develop a thorough understanding of our business, products and services. 

• Consistently deliver a high level of proactive client service in a professional manner. 

• Develop effective working relationships with team and internal departments to deliver effective service for our clients. 

• Provide thorough, high quality research, problem solving and issue resolution.  

• Weigh client perspective and business needs when addressing issues and identifying potential solutions. 

• Ensure inquiries and issues are resolved and service levels are met. 

• Provide clients and advisors clear and concise communication regarding services, execution and resolution throughout the service cycle. 

• Help drive increases in client retention by reacting appropriately to client communications and activities. 

• Prioritize activities and manage time to effectively and efficiently provide quality client service to our partners and clients. 

• Respond to inquiries on the status of plan activity (plan level events, corporate actions, broker changes, etc.). 

• Support the Trade Services teams in their efforts to provide quality results. Inquire with clients as requested. 

• Perform other duties and participate in special projects as assigned. 

• 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. 

• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day. 

Section 3:  Experience, Skills, Knowledge Requirements  

• Bachelor’s degree or equivalent work experience. 

• Demonstrated ability to perform in a fast paced service environment. 

• 1-3 years direct client experience in financial services preferred. 

• Strong written and verbal communication skills. 

• The ability to communicate effectively (clear, concise and professionally) with all levels within the Ascensus organization and with our client base. 

• Proficiency in MS Office software applications, specifically Outlook, Word and Excel. 

• Strong analytical and problem resolution skills.  

• Ability to work in a team environment to ensure common goal of providing exceptional client service. 

• Ability to adapt to changing environment and shifting priorities as relates to business needs of organization and the client. 

• Ability to work well under pressure with multiple priorities and deadlines. 

• Sound business judgment in determining what issues need to be elevated to appropriate level of authority. 

• Ability to work overtime to meet the needs of the business unit. 

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.