At arenaflex, we're passionate about delivering exceptional client experiences and providing innovative solutions to our clients' retirement plan and payroll needs. As a key member of our team, the Experienced Retirement Plan & Payroll Customer Liaison will play a vital role in ensuring our clients receive top-notch service, accurate data management, and timely resolutions to their inquiries.
**About arenaflex**
arenaflex is a leading third-party administrator (TPA) that provides comprehensive retirement plan design, administration, actuarial services, and ongoing consulting services to our clients nationwide. Our headquarters are located in Stratham, NH, but our clients and employees are spread across various industries and sizes. We're committed to leveraging technology to streamline our processes and improve client satisfaction.
**Job Summary**
The Experienced Retirement Plan & Payroll Customer Liaison will serve as the primary point of contact for our clients, ensuring seamless communication and data management for their assigned book of business. This role requires collaboration with other team members, effective verbal and written communication skills, and a passion for client interaction and data analysis. The ideal candidate will be able to work both independently and in a collaborative team environment, with a strong focus on problem-solving, initiative, and time management.
**Key Responsibilities**
* Meet arenaflex Service Agreement standards when interacting with plan sponsors, participants, advisors, and vendors, including addressing inquiries efficiently, professionally, and accurately.
* Respond to plan sponsor, participant, advisor, and vendor emails and calls within 24 hours.
* Coordinate the electronic contribution submission process with payroll service vendors, plan sponsors, and recordkeepers based on plan payroll frequency, including:
+ Downloading payroll reports from payroll vendors
+ Analyzing data for discrepancies
+ Submitting contributions to Recordkeepers
+ Providing deposit confirmations to the plan sponsor
* Upload payroll information to the Verify system for eligibility tracking.
* Assist in the correction of payroll errors as needed.
* Assist the Enrollment Liaison with eligibility tracking and mailings as needed.
* Pull YTD payroll and census info from payroll providers upon request.
* Report online deferral change requests to plan sponsors on a weekly basis for all assigned plans.
* Serve as backup to other liaisons when they are out of the office.
* Maintain accurate records of client interactions and transactions in the appropriate storage locations.
* Protect and secure all confidential data held by arenaflex to prevent unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to the company or our plan sponsors, participants, advisors, and vendors.
* Use designated software and tools to complete all assigned tasks, including Verify, Outlook, and other Microsoft Office products, FT William, Pension Pro, and Card File.
* Assist in the disbursement process of participant communications, including annual notices, enrollment materials, blackout notices, fee disclosures, QDIA Notices, Safe Harbor Notices, and other custom communications as requested.
* Enter billing for mailing and other billable tasks timely and accurately.
* Update document amendments, source changes, etc. in the Verify system and in other systems as required.
* Monitor loan maintenance reports to ensure loan payments are being made timely and new loans start payments timely.
* Develop SOPs for processes in which you are determined to be a SME, including writing the SOP as well as recording the SOP overview.
* Stay updated on industry trends and changes in benefit regulations by actively seeking to maintain and enhance comprehensive knowledge and understanding of retirement industry rules.
* Stay informed about arenaflex business and product offerings to provide informed assistance to plan sponsors and advisors and to ensure compliance with industry regulations and best practices.
* Perform additional job duties/special projects as assigned.
**What We Offer**
At arenaflex, we're committed to providing a comprehensive benefits package that includes:
* A competitive salary and bonus structure
* A generous employer contribution towards premiums for Medical, Dental, and LTD as well as group pricing on Vision, STD, Life, and other insurance plans
* Ample PTO time and holiday schedule to encourage work-life balance
* Support and encouragement for employees' goals to further their education and pay for courses and testing materials for both NIPA and ASPAA
* A 3% Safe Harbor employer contribution to our retirement plan
* Pre-tax and Roth contributions to our retirement plan
**Requirements**
We're looking for a highly motivated and experienced individual who possesses:
* A High School Diploma or equivalent
* Excel experience with the knowledge and ability to use Microsoft Teams and navigate different websites
* Proven customer service and relationship management skills with a desire and drive to create a long-term client base
* Strong verbal and written communication skills using clear and grammatically correct language
* The ability to problem-solve, be proactive, and demonstrate initiative
* Robust time management and organizational skills with the ability to multi-task
* A base knowledge and understanding of retirement plans and payroll processing platforms with the ability and drive to expand that knowledge
* The ability to work both independently and in a collaborative team environment
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to providing our employees with opportunities for growth and development. We offer:
* Comprehensive training programs to enhance your skills and knowledge
* Mentorship and coaching from experienced professionals
* Opportunities for advancement and career growth
* A supportive and collaborative work environment that encourages innovation and creativity
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced work environment that values innovation, collaboration, and customer satisfaction. We're committed to creating a positive and inclusive work culture that supports the well-being and success of our employees.
**How to Apply**
If you're a motivated and experienced individual who is passionate about delivering exceptional client experiences and providing innovative solutions to retirement plan and payroll needs, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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