Technical Lead, Document Services

This is a fully remote position, open to applicants in Kansas, +3 more states.

📋 Description

• Engage in product, project, and workflow initiatives as a Subject Matter Expert for Document Services positions.

• Take proactive steps to manage aspects of the plan document process, ensuring the timely and accurate delivery of plan document packages for employer signatures.

• Oversee automated/mass processes within the Document Services team and identify opportunities for further automation.

• Serve as a Subject Matter Expert during project and product meetings, contributing to documentation and training efforts.

• Participate in discussions focused on necessary changes to document processes.

• Deliver targeted training and coordinate updates to procedural documentation.

• Oversee all facets of plan document events and tasks, including comprehensive needs assessments, service definitions, and coordination with multiple stakeholders.

• Work collaboratively with leadership and team members to continually enhance and automate document processes.

• Provide insights to leadership regarding client concerns and generate weekly/monthly reports.

• Proactively identify and escalate potential risks that may impact service satisfaction or financial liability.

• Mentor and coach Document Services personnel, offering both individual and group training.

• Drive process improvement initiatives, which include analysis, testing support, quality controls, and procedural documentation.

• Safeguard, secure, and appropriately manage confidential Ascensus and client information.

• Assist with various assigned tasks and projects.

• Design and oversee automated document processes.

• Manage 3–5 document projects with defined timelines and/or budgets.

⛳️ Requirements

• A Bachelor’s degree in Accounting, Business Administration, Mathematics, or equivalent professional experience.

• At least 3 years of experience in the retirement services industry, including client services experience.

• In-depth knowledge of retirement plans, ERISA, DOL and IRS regulations, as well as plan documents (both individually designed and prototype).

• Excellent presentation skills, telephone etiquette, professionalism, client service capabilities, and time management skills.

• Superior written and verbal communication skills.

• Proficiency in recordkeeping systems and trust systems; experience with plan document generation systems is preferred.

• Strong command of MS Office software applications, particularly Word, Excel, Access, and Visio.

• Strong analytical abilities and problem-solving skills.

• Capability to work effectively within a team to achieve the shared goal of delivering exceptional customer service.

• Ability to thrive under pressure while managing multiple priorities and deadlines in a high-stress environment.

• Capacity to make sound judgments on issues that could lead to significant financial and client relationship liabilities if mishandled.

• Must have robust facilitation, negotiation, and conflict resolution skills.

• Ability to escalate issues to the appropriate levels within the organization.

• Skill in facilitating meetings to gather feedback and information, as well as documenting findings.

🏝️ Benefits

• No explicit benefits listed.

• Equal Opportunity Employer.