Operations Associate

The Operations Associate I will support the team in providing a high level of service to both internal and external clients. The Operations Associate I will provide timely and accurate processing of specified operational activities within the Department, focusing on meeting daily/weekly/monthly SLAs. The role also involves understanding operational workflows as it relates to the both the individual role as well as Operations as a whole.

Skills/Competencies:

The candidate must be able to demonstrate the skills/competencies as listed below.

• Communication Skills - Demonstrates the ability to clearly communicate with internal and external clients through verbal and written communication.
• Technical Knowledge - No to minimal ERISA knowledge or job specific technical knowledge required. Basic understanding of assigned tasks underpinning Operational function
• Problem Solving- Effectively solves problems with direction to do so utilizing resources/procedures for a specific process, with a defined resolution.
• Detail Oriented vs. Big Picture- Generally focuses on details of a specific task related to a process. Focus is entirely task based vs. conceptual.
• Conflict Resolution - Identifies and escalates conflict so that it can be addressed by senior associates and/or leadership.
• Training/Mentoring - New associate that requires training in business functions.
• Risk Taking/Decision Making - Makes decisions on a participant or plan level transaction based on precedent (assistance may be required).
• Planning/Organizing - Generally plans for current day in order to meet task specific objectives as defined. Generally planning for self only. May require some assistance with department specific task organization.
• Time Management/Prioritization - Works best with a pre-defined schedule or set of existing priorities. Needs assistance dealing with conflicting priorities. Responsibility to manage own tasks.
• Work Style - Requires regular direction. Once direction received, is able to effectively complete tasks and report results.
• Initiative/Work Ethic - Completes daily work as assigned. Seek out opportunities to assist peers with daily volumes. Take on additional departmental responsibilities when assigned.

Job Duties/Responsibilities:

• Ensure timely and accurate processing of participant enrollment/census information.
• Analyze, identify and resolve client issues.
• Ensure that all requests are completed timely and accurately.
• General understanding of enrollment processes and ability to process/QC enrollments
• Ability to effectively communicate (Verbal/written) with Clients on forms that are not in good order and see forms through to completion
• Support Product Operations functions such as Pending transactions, Morningstar processing, Enrollment Guide order processing.

General duties and responsibilities:

• Consistently provide a high level of Customer Service while communicating and coordinating with internal/external business partners to assist in issue resolution.
• Research and resolve comments or client requests as assigned.
• Provide management reporting as required by partner.
• Achieve service level goals identified by each financial partner.
• Perform other duties and/or special projects as assigned.
• Responsible for protecting and securing all client data held by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

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