Retirement Operations Analyst

$48,755 - $48,755/Yr

Clovity - Pennington, NJ

Full-time - Mid Level

Pennington, NJ

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Retirement Operations Analyst position at Clovity is a 9-month contract role based in Pennington, NJ, offering a pay rate of $23.44 per hour. This role is pivotal in supporting the day-to-day resolution of complex client problems and escalated issues within the wealth management sector. The analyst will be responsible for ensuring that all customer inquiries and complaints are resolved in accordance with corporate policy guidelines and service level agreements (SLAs). The position requires staying updated on new product developments and process enhancements that impact HBS products and services. Additionally, the analyst will assist with regulatory and audit assessments as required, ensuring compliance and operational efficiency. The role involves providing efficient and courteous service to inquiries and requests from both internal associates and external clients. The analyst will be tasked with Siebel case metric tracking and reporting, acting as a liaison between HBS and other business partners, including external vendors, to ensure high-quality client service is delivered. Vendor oversight functions are also part of the responsibilities, ensuring that SLAs are met consistently. Operational functions include responding to inquiries, account maintenance, and analyzing issues to determine their causes and resolutions. Moreover, the analyst will proactively assist team members when workloads increase and will support the tracking of billing reconciliation for over 40 clients requiring aged receivable tracking. This includes collaborating with relationship managers to follow up on aged receivables as needed. The role also encompasses quality assurance for fulfillment mailings, mail tracking, and peer review for various HBS Fulfillment items. The analyst will support the team by assisting the Team Leader and/or Manager in completing special projects and will provide backup operational support for various HBS processes, including debit card updates, monitoring, billing, enhanced IDV support, privacy mailings, and various operational calls. Additional duties may be assigned by the Team Leader and HBS Operations Manager as necessary.

Responsibilities

• Support the day-to-day resolution of complex client problems and escalated issues.
• Ensure all customer inquiries and complaints are resolved within corporate policy guidelines and SLAs.
• Stay abreast of new product developments and process enhancements impacting HBS products and services.
• Assist with regulatory and audit assessments as required.
• Provide efficient, courteous service to inquiries and requests from internal associates and external clients.
• Provide Siebel case metric tracking and reporting.
• Act as a liaison between HBS and other business partners, including external vendors.
• Perform vendor oversight functions to ensure that SLAs are met.
• Conduct operational functions including response/research, account maintenance, and analyzing inquiries.
• Proactively assist other team members when workloads dictate.
• Support the tracking of billing reconciliation for 40+ clients requiring aged receivable tracking.
• Work with Relationship Managers to follow up on aged receivables as needed.
• Assist with fulfillment mailing quality assurance, mail tracking, and peer review for HBS Fulfillment items.
• Assist Team Leader and/or Manager in the completion of special projects as required.
• Provide backup operational support for various HBS processes including debit card updates, monitoring, and privacy mailings.

Requirements

• Bachelor's degree preferred or 3+ years of experience in Financial Services.
• 4 years of experience in Financial Services (Preferred).
• 4 years of experience in Wealth Management (Preferred).
• 4 years of experience in Retirement (Preferred).
• Ability to commute to Pennington, NJ 08534 (Required).