Retirement Plan Administration Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Interact with retirement plan administrators and industry experts via phone, email, and the support ticketing system.

• Assist customers in navigating software features, comprehending results, and addressing daily administration challenges.

• Investigate inquiries related to qualified retirement plan calculations, compliance assessments, contributions, distributions, and regulatory obligations.

• Research unfamiliar situations and ascertain the correct administrative outcomes.

• Identify and record software issues, bug reports, and enhancement requests.

• Collaborate with the development team on software corrections, new functionalities, and legislative updates.

• Test and validate software corrections, new features, and regulatory modifications prior to customer release.

• Assess software outcomes across various administration situations and provide constructive feedback.

• Contribute to release notes, written materials, training resources, and webinars.

• Report directly to the Director of Customer Experience.

⛳️ Requirements

• Practical experience in administering U.S. qualified retirement plans.

• Comprehensive knowledge of qualified retirement plans, including compliance assessments, contributions, distributions, and plan documentation.

• Familiarity with ERISA and regulatory updates, such as SECURE 2.0.

• Understanding of defined contribution plans.

• Experience with retirement plan administration software.

• Proficient in using spreadsheets to review calculations and validate results.

• Capability to investigate complex inquiries, unexpected outcomes, and discrepancies.

• Ability to articulate intricate retirement plan concepts and software functionalities clearly to customers.

• Capacity to work independently while also collaborating with support and development teams.

• Enthusiasm for technology and learning new software applications.

• Experience with defined benefit or cash balance plans is a plus.

• Familiarity with platforms such as CalcAir, DATAIR, Relius, ASC, FT Williams, or similar is advantageous.

• Experience with ticketing systems like TeamSupport is beneficial.

• Industry certifications such as QKA, QPA, APA, or ERPA are advantageous but not mandatory.

• Must reside within the United States.

• Ability to work an eight-hour shift during customer support hours from 8:00 a.m. to 5:30 p.m. Central Time.

🏝️ Benefits

• Fully remote work arrangement.

• Opportunities for career development and potential pathways into senior support, product, or other customer-facing roles.

• Exposure to Aquila’s extensive network of software companies and potential career opportunities.

• Virtual interview process.

• Interview accommodations available upon request.

• Commitment to equal employment opportunities and diversity and inclusion.