Complex Services Associate

The Role at a Glance

We are excited to bring on a Complex Services Associate to join our Retirement Plan Services team supporting Workplace Solutions in a work from home environment.

Background Details
As a Complex Services Associate, you’ll play a key role in independently reviewing and completing complex, non-routine retirement plan transactions, along with progressively more advanced corrections. You’ll also partner closely with our Escalation team to support correction-related projects—helping establish timelines, track deliverables, provide updates, and draft communications throughout the project lifecycle.

In this role, you’ll build strong relationships with internal partners and plan sponsors while keeping a sharp focus on client experience and operational accuracy. You’ll also support the day-to-day success of the team by monitoring work volumes, helping manage escalations, assisting with training efforts, and jumping in to support teammates with questions or tasks as needed.

If you’re someone who enjoys solving complex problems, collaborating across teams, and making an impact on both client experience and operational excellence, please read on!

What you'll be doing

• You will determine how progressively more complex corrections should be processed in accordance with established procedures & guidelines. You will ensure all work is completed accurately, within required timelines, and meets quality and production standards.
• You will collaborate with internal and external stakeholders – including but not limited to Plan Sponsors, Financial Representatives, Auditors, Compliance, Legal, and our Escalation team – to complete complex corrections and coordinate related project tasks. This includes providing project timelines, communication updates, and risk awareness.
• You will assist with tax related projects and corrections. You will collaborate with others across Retirement Plan Services (RPS) to validate QDRO requirements, and will perform calculations including earnings, overpayments, and other plan specific computations.
• You will act as a first point of contact for higher profile or escalated issues, ensuring prompt resolution and escalating further when appropriate.
• You will provide routine guidance, task oversight, and support for the team in the manager’s absence. You will mentor and coach less experienced team members by sharing knowledge related to team processes and functions.
• You will recommend process improvements to streamline workflows, reduce redundancy, eliminate errors, enhance the customer experience, and strengthen operational efficiencies.
• You will support g/l reporting and research, assist with SS&C out of balance situations, bypass items, and other reconciliation related work requiring accuracy, investigation, and strong analytical abilities.  
• You will work across multiple platforms and products, demonstrating flexibility, willingness to learn new systems, and the ability to shift priorities in an fast changing environment. 

What we’re looking for

Must-have experience (Required): 

• 4 Year/Bachelor’s degree or equivalent work experience (4 years of experience in lieu of Bachelor’s degree)
• 0 – 1+ Years of operations and/or process experience directly related to the responsibilities of this role
• Ability to work in a fast-paced environment with the ability to adapt as needed and reprioritize frequently
• Strong written and verbal communication skills, with an emphasis on clear project updates and stakeholder messaging
• Ability to define problems, collect data, establish facts, and draw valid conclusions while evaluating implications of decisions or actions
• Solid relationship management skills internal clients (e.g. management, peers and colleagues)
• Excellent organizational skills with the ability to coordinate multiple workstreams and maintain strict attention to detail
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with strong aptitude for technology, calculations, and advanced Excel usage

Nice-to have Experience (Preferred):  

• Retirement Plan Operations experience and knowledge of retirement plan processes
• Experie