About the job
Self-Service Implementation Specialist
Project Overview:
This position is designed to assist Self-Service Plan Sponsors during their onboarding process by delivering timely and high-quality support as they navigate our client’s platform. The Specialist will not handle the onboarding process end-to-end but will focus on promptly addressing inquiries, clarifying requirements, removing obstacles, and reinforcing standardized procedures. Success in this role hinges on exceptional communication skills, the ability to thrive in a dynamic, high-volume environment, and an unwavering dedication to responsive and reliable service.
Key Responsibilities
- Assist Self-Service Plan Sponsors in onboarding to our client’s platform.
- Provide quick, accurate, and high-quality responses to client inquiries, as speed and reliability are essential.
- Guide clients through the onboarding process by offering clarification, direction, and timely support.
- Monitor progress across multiple onboarding efforts, identifying and escalating blockers, risks, or points of confusion as necessary.
- Deliver clear guidance on timelines, required actions, and next steps to help clients achieve onboarding milestones successfully.
- Communicate effectively with internal and external stakeholders regarding onboarding expectations, available resources, and process updates.
- Support basic plan design inquiries and onboarding education, aiding clients in understanding tools, workflows, and requirements.
Required Qualifications
- Experience in client support, project coordination, or cross-functional collaboration roles.
- Proven ability to deliver prompt and reliable service in a high-volume support environment.
- Excellent communication skills with the capability to provide clear, concise guidance under time-sensitive situations.
- Familiarity with operational and workflow tools such as Jira, Salesforce, and Google Workspace; adept at following and reinforcing standardized processes.
- Demonstrated ability to learn new systems and concepts quickly and apply them in client service scenarios.
- Eagerness to understand retirement plan fundamentals, onboarding workflows, and Self-Service plan requirements.
Helpful / Preferred Qualifications
- Experience with Self-Service, tech-enabled, or scaled onboarding or support models.
- Familiarity with retirement plans (401(k)/403(b)), plan administration, or plan conversions.
- General knowledge of retirement plans and administration processes.
