Relationship Support Specialist - (KS20666)

Relationship Support Specialist

General Purpose:

The Relationship Support Specialist (hereafter referred to as the RSS) has the primary responsibility for responding to after-hours support needs of Third Party Administrators (TPAs), Record Keepers (RKs), and other service providers using our services to support qualified retirement plans (herein after referred to as "clients"). The RSS will respond to service inquiries and needs for technical support after 5:00pm each business day.

Essential Duties/Responsibilities of the RSS are:


To respond to incoming service calls from TPAs and RKs or Options Plus participants, or any type of service support, including upload and download issues with the Lynx Win software or our web interfaces.
To deliver technical support for service systems, web deliverables and software interfaces to clients, internal operations personnel and internal system departments. Technical support is defined as "user support" regarding error message corrections on trade and distribution upload files, application failures on the web and specific business unit procedure related inquiries.
To be responsible for evaluating all available rejected and suspended trade reporting tools to determine the nature of the rejections, coordinate communications with the client's office and internal support groups (FRG, BAT) to 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 retrieve and analyze rejected and suspended trade reports as they are generated and respond to potential claim issues regarding trading activity by opening access to individual tickers after determining the reason for the rejected item.
To provide problem resolution and account management, including the proper execution of manually entered 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 late night trading activity initiated by the client. If problems arise, utilize knowledge of and assuring adherence to all trading deadlines and procedures.
To utilize the assistance of DBAs, systems operations, web administration and Boss Application Team (BAT) when necessary.
To act as a late night liaison between our clients and the support groups assigned to provide back office services, including Lynx 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 a variety of transactions, including fee debits, contributions, distributions, loan checks, trade adjustments and any other individual transactions as deemed necessary by the operations group prior to close of business.
To perform transaction settlement functions for Options Plus by:

settling each day's transactions by importing a pricing file into TSM
run a 'web update' using pre-designed Access queries

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 identify and address all claim and/or potential claim situations and immediately communicate these situations to Institutional Retirement Plan Services management via telephone and/or email
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 Techlynx.
To work with minimum direction to resolve all problems and take action on initiatives to ensure that Institutional Retirement plan Services maximizes the clients' satisfaction with our services and products.
To maintain a general working knowledge of the current version of Institutional Retirement Plan Services/WIN software, and all web based applications delivered via trustlynx.com, and be able to address basic problems as they arise.
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.
Troubleshoot difficult application related technical issues with the Institutional Retirement Plan Services Web site, Internet Mutual Fund Trading, and the TRUSTlynx Windows application.
Research and analyze data related issues using BOSS, MS Access, SQL, and Web-based administration tools.



Job Qualifications

Required Hours:

With some flexibility, but generally a full-time shift would require arrival at 2:00pm and departure at 10:00pm.

Industry Knowledge:


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


Technical Knowledge:


Familiarity with PC hardware
Familiarity with Windows operating environment
Some technical software training
Some SQL experience
Knowledge of Database Management systems, Web-based applications, and client/server applications
Ability to listen and take direction
Willing to take the inititative for problem resolution
Good verbal and communication skills
Self motivated and self directed



Skills and Abilities:

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

Experience:

The RSS must have 1 of Institutional retirement Plan Services/Advisor Services experience, or a minimum of 2 years of financial or customer service experience.

Education and Formal Training:

Undergraduate degree in computer science or business administration preferred. MCP, MCSE, or A+ Certification preferred.

Software:

Must be proficient in the use of Windows operating systems and certain Windows applications, such as word processor and electronic communications (E-Mail). Uses of spreadsheet, database, imaging, graphics applications, query analyzer and infomaker are preferred.



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

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For additional information, go to www.FiservISS.com


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