Participant Services Supervisor

Participant Services Supervisor

Requirements

• Bachelor’s Degree or equivalent work experience.
• Minimum of 2 years of related 401(k) work experience.
• Knowledge of Sentry organization and distribution systems.
• Self-motivation.
• Ability to motivate and develop direct reporting staff to provide efficient and cost-effective services.
• Demonstrated technical knowledge in assigned service area.
• Analytical skills to identify, evaluate and develop procedures for problem resolution.
• Organizational, human relation and communication skills.
• Understanding of business communications, computer and various software applications is beneficial.

Responsibilities

• Develops Team’s Relationship management, communication, and technical skills to anticipate and address service issues and resolve problems quickly and effectively.
• Responsible for leading a team in relationship management, technical expertise and problem-solving focused on plan testing, reporting, and customer relationship management.
• Maintain capabilities and professionalism of assigned team’s interactions with employers, plan participants, auditors, attorneys, government agencies, and Sentry field and home office personnel.
• Balances Requirements of achieving Sentry’s business objectives within legal, administrative, practical, compliance and system capabilities for qualified plan administration.
• Supervise units whose main focus is pension 401(k) processing and service. Manage overall schedules, procedures, and policies for team functions, ensuring that all Sentry contractual or business obligations are fulfilled adequately.
• Ensure that team reports are accurately and timely prepared and distributed to affected areas.
• Ensure that production schedules are met and that services, quality m and service standards are attained in an efficient and cost-effective manner.
• In conjunction with Director and other managers, establish and monitor departmental goals, objectives and policies that complement overall company objectives.
• Identify, recommend and implement changes in products, procedures and processes which are required by government regulations that impact Sentry’s retirement products or business, or which are necessary to remain competitive in the retirement marketplace. Maintain current knowledge of new and proposed rules and regulations affecting retirement plans. Be responsible for the review of bulletins and reports for information pertinent to the associates.
• Ensure that applicable control documents and procedures are consistently updated and reflect current business practices and Sentry requirements. Monitor quality through periodic audit processes and measure service and productivity through various unit reports. Provide training and technical support to staff and sales force as needed.
• Participate in projects. Collaborate with Information Technology to implement systems enhancements and improvements. Serve on research teams relative to system needs. Perform analysis and make recommendations. Provide leadership and technical expertise in implementation of new technologies, services, policies and procedures. Maintain knowledge of all Sentry systems and software systems used by the contribution and 401(k) business area.
• Conduct the selection, development, motivation and recognition of staff. Actively pursue understanding and implementation of management techniques to increase associate engagement by attending instructor led or eLearning activities. Oversee the development of staff and implementation of appropriate training and cross-training programs. Develop your team’s relationship management, communication and technical skills to anticipate and address service issues and resolve problems quickly and effectively.
• Provide technical expertise in handling sensitive or unusual customer service issues or complaints. May work with various internal departments, management or state insurance departments and examiners in resolution of issues. Review, analyze and resolve Consumer Affairs and/or insurance department complaints and exception requests. May respond directly to customer and insurance departments.
• Develop and maintain effective working relationships with other business units and internal partners.

Preferred Qualifications

• Understanding of business communications, computer and various software applications is beneficial.