Team Leader, 401(k) Retirement Plan Onboarding/Implementation

Job Description:

Job Summary:

The Onboarding Team Leader will be expected to lead the workflow of a team of Onboarding Specialists and other team members to ensure superior customer service and the smooth installation or conversion of plans following existing Compass procedures, IRS, and DOL regulations. This position will require frequent contact and collaboration with Clients, Financial Advisors, Recordkeeping Partners and our internal teams to fulfill their responsibilities and be expected to manage and assist in developing standard operating procedures.

Duties/Responsibilities:

• Lead team members in creating a positive installation or conversion experience for clients by establishing and leading standard operating procedures for the Onboarding Team to ensure a smooth hand-off of plans to the Relationship Manager/Compliance Team.
• Consistently review plans in the onboarding stage to ensure SOPs are being followed, Onboarding Specialists are completing PensionPro project steps/tasks, and plans are progressing through the Onboarding process.
• Utilize PensionPro Project reports to track progress and plan status.
• Conduct regularly scheduled team calls to review procedures and discuss specific plans in the onboarding process.
• Handle escalated issues from Clients, Advisors and RKs during the Onboarding Process.
• Work with Onboarding Team members to train them on our internal processes, on RK processes (ie. Plan design entry), and on customer service skills.
• Regularly review 3(16) Onboarding processes with the Team and report to ensure payroll submission details and timing are communicated to the Liaison team properly so First contributions can be made successfully.
• Identify and Communicate Plan Correction processes and timing to Clients. Ensure that the required Data for the correction is requested from the Client. Coordinate with the Compliance team so that they perform the correction/calculations and this is communicated back to the Client.
• Assist Onboarding Team members with specific job functions to ensure the Onboarding process is completed.
• Review Prior Plan Data (ie. Valuation reports, testing reports) to ensure it contains the information required for Compass to accurately perform Compliance testing for the next Plan Year.
• Communicate service expectations, conversion procedures, and timing standards to clients, internal departments, advisors, payroll vendors, and record keepers.
• Identify issues encountered during plan installation process and work to quickly resolve them.
• Communicate effectively with internal teams (Sales Team, Document/Database Team, Relationship Manager Team, Custom Liaison Team and Finance Team).
• Ensure accurate billing for mailings and ERISA bonds purchased are completed during the onboarding process.