Client Services Specialist

Newport Group has a great opportunity for a Client Services Specialist. The Client Services Specialist will be responsible for providing exceptional customer service to Advisors and Plan Sponsors by fielding inbound/outbound calls, handling escalated issues, and responding to questions and issues relating to their plans in a timely and efficient manner. S/he will be responsible for researching and resolving pension and system issues by understanding which department within the company needs to be communicated with to resolve any issue. The Client Service Specialist will interact with various levels of management within the organization for escalated or key account issues. S/he will provide day to day exceptional customer service with prompt and professional responses to client and internal inquiries via phone and email. Manage client relationships by communicating expectations, procedures and timing standards. Understand and convey the general functions and procedures of all departments within the company including Loan and Distributions, Conversions, Trust, Finance, and sales to clients. Provide necessary research, problem solving and resolution support for clients. Escalate more complex issues to management, as needed. In addition, s/he will maintain an organized workflow by successfully monitoring and following up on all items assigned, including seeing problems through to resolution and closure with clients. Describe in a professional manner any issue clients may discover regarding our website to the Information Technology Team and follow through until issued is resolved and notify the client of the correction. Assist plan participants with investment selection, deferral rate changes, and beneficiary changes via the company s website. Coordinate participant distributions and loans with the participants, sponsors, TPA s, and the Loans and Distributions Team. Process retirement plan transactions on the record-keeping system, including participant record updates, adjustments on postings of transactions while ensuring compliance with established quality standards. Update eligibility and vesting per sponsor and TPA request using Relius record keeper software. Act as an intermediary between plan sponsors and custodians and resolve any issues with custodial accounts on behalf of the plan sponsors. Review participant statements and plan reports for quality and accuracy per supervisors request and inform supervisor of any possible errors or improvements. Qualifications: Bachelor s degree in Business, Finance or related field or equivalent experience 3 + years related work experience preferably in the qualified retirement plan or mutual funds industry Experience with Relius Admin a plus Highly professional, extremely organized with strong multi-tasking abilities Strong interpersonal, client services and communication skills Highly computer literate with in-depth knowledge of MS office products Self-motivated, team player who can work with minimal supervision Ability to work well under pressure with multiple priorities and deadlines Comprehensive knowledge of retirement plan with knowledge of IRS and ERISA regulations preferred