Senior Relationship Manager I - (KS20488)

Senior Relationship Manager I

General Purpose:

The Senior Relationship Manager I (SRM I) has the primary responsibility of building and/or maintaining a positive business relationship with Third Party Administrators (TPAs), Record Keepers, Plan Sponsors (as is appropriate) and other service providers using our services to support qualified retirement plans (herein after referred to as "clients"), and directly managing a group of 3-6 people responsible for service delivery for a group of TPA firms. The SRM I may also be assigned to High Profile TPA relationships. The SRM I acts as liaison and service provider for the back office needs of the TPA, Record Keeper and/or Plan Sponsor.

Essential Duties/Responsibilities:

To direct the work of a support team designed to service a specific group of TPA or RK firms. This team will include a group of Account Administrators, and/or administrative support staff.
To initiate and maintain an open, positive communications process between the client's office and TPA Services, by communicating to each of their relationships all TPA Services policies, procedures and operational guidelines.
To become familiar with the client's business structure, plan administrators, investment methods/philosophies and recordkeeping processes to maximize the efficient use of TPA Services products and services, and provide superior service to the specific business needs of the client.
To deliver product introductions, training, and level one technical support for service systems, web deliverables and software interfaces. Level one technical support is defined as "user support" and is generally limited to user errors and training related questions.
To periodically contact each TPA or RK relationship, via telephone or in person, upon the direction of department management.
To provide problem resolution and account management, including the proper execution of trades, mitigation of risk on trade errors or rejects, communication and coordination of all trading related activity, distribution of funds or assets, transfers of accounts, contributions, tax reporting or participant record keeping.
To provide risk management through the coordination of all trading activity initiated by the client, and if problems arise, by having knowledge of and assuring adherence to all trading deadlines and procedures. Assistance will be provided with upload difficulties and the SRM will seek assistance from Technical Support, when necessary. The SRM will be responsible for evaluating all available rejected trade reporting tools to determine the nature of the rejections, coordinate communications with the client's office and initiate any corrective measures to execute the trade. If necessary, manual trade entry or execution, or the initiation of a new upload may be required in an effort to reduce or eliminate the client's and the company's risk exposure.
To act as a liaison between our clients and the support groups assigned to provide back office services, including Product Operations Groups, Imaging Services, Mail Processing, Treasury Operations, Accounting, and Management, for the purpose of communicating and managing operational processes and problem resolution exercises.
To process the posting of all fees and understand the invoicing and accounts receivable process.
To work closely with and assist the transfer agent assigned to each TPA relationship to ensure superior service levels and timely account transfers.
To maintain responsibility for updating and correcting tax form records for all trusteed IRAs, Profit Sharing and Money Purchase plans.
To use Boss, Powerbase, PowerBoss, Imaging, TSM, Trade Engine and Datamart, along with other word processing, spreadsheet or database systems to provide information to TPAs.
To be responsible for issuance of funds for qualified distributions, loan requests and terminations. Note: The SRM I will take steps to ensure that TPA or RK clients are using all available web based applications, such as Automated Distributions, for the issuance of payments from the plan.
To identify and address all claim and/or potential claim situations and immediately communicate these situations to TPA Services management, and/or management in the Product Operations Area to resolve the claim issue and minimize company exposure to market fluctuations.
To assist TPAs and RK clients with out of balance situations by providing information from electronic balancing processes, transaction adjustments, account history, and statements, and subsequently document systems problems and deficiencies to be communicated to management and Technical Support.
To work with minimum direction to resolve all problems and take action on initiatives to ensure that TPA Services maximizes the clients' satisfaction with our services and products.
To ensure that all contracts, including the Master Service Agreement and Amendments with their TPA or RK clients are complete and in good order.
To maintain a general working knowledge of the current version of TPA Services/WIN software, and all web based applications delivered via TPA Services.com, and be able to address basic problems as they arise.
To maintain a general understanding of the major Record Keeping Systems (RKS) currently compatible with the TLX/WIN software, and understand all web based interfaces used by TLX clients for the execution of trades, distributions and loan processing.
To utilize the technical support staff (Technical Support) to address technical problems with the TPA and RK software, interfaces, or file transfer, when necessary, and follow up to ensure that technical issues are addressed to the client's satisfaction.


Other Duties/Responsibilities:

The SRM I may be required to travel to the offices of a Third Party Administrator or record keeper in an effort to strengthen the relationship, communicate future enhancements, conduct training or determine areas for improvement.
The SRM I may be assigned special responsibilities as assigned within TPA Services to support service delivery to all Third Party Administrators. This includes, but is not limited to, the following:

Training other employees
Posting and reconciling incoming wires
Follow-up on checks received
Researching asset transfer issues
Follow-up on outstanding Operational Accounting corrections
Coordinates billing for TPA Services
Report generation
Coordinating mailings and other communications

The SRM I may be required to assist in the facilitation of the annual TPA Services conference.
The SRM I may be required to participate in special projects as assigned to assist TPA Services in developing new processes, procedures, products and other mechanisms necessary to ensure the growth of the TPA Services business.


Knowledge, Skill and Ability:

The SRM I must understand all aspects of the TPA Services product and service delivery. The SRM I must be knowledgeable of basic SEC regulations, as they pertain to TPAs, and IRS regulatory guidelines pertaining to IRAs and retirement plans. The SRM I should be familiar with the investment marketplace and have in-depth knowledge of the mutual fund industry. The SRM I will be required to attend continuing education classes in securities and retirement plans as provided by the TPA Services Professional Curriculum Requirements (PCRs).

The SRM I must be able to speak, read and write English and possess strong verbal and written communication skills. The SRM I must be able to communicate with other
departments, team members and TPAs in a concise and professional manner. The SRM I must be highly organized, detail oriented, and capable of handling multiple tasks simultaneously. The SRM I must be able to work under the pressure of tight deadlines and be able to adjust to changing priorities. The SRM I must display judgment and sound decision making with minimal supervision.

Education/Experience:

The SRM I must have 3 to 4 years of financial service experience, and should have 2 years of TPA Services / Advisor Services experience, or commensurate industry experience in a related business.

The SRM I must possess a minimum of high school diploma or equivalent (GED). Continuing education in financial services is preferred and the SRM I must meet their PCR requirements.


Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

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