Retirement Services Specialist – Processing

• About Us: Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing HR/HCM technology, managed services, and global business process outsourcing (BPO). We and our service providers support over 95,000 businesses and process over $135B in annual payroll. Headquartered in Chandler, Arizona, Vensure delivers custom strategies to help employers and employees streamline and grow operations. Learn more at www.vensure.com.

• Position Summary: The Retirement Services Specialist – Processing manages accurate, timely processing of payroll contribution submissions and participant transaction requests for 401(k) plans. This role partners with internal teams, recordkeepers, and clients to resolve discrepancies, maintain data integrity, and support operational efficiency.

• Essential Duties and Responsibilities:

• Respond to participant inquiries via phone and email.

• Research and resolve escalated calls from the call center.

• Track and process incoming payroll contribution submissions, ensuring accuracy and timeliness.

• Review, process, and approve participant transaction requests per plan rules and internal procedures.

• Conduct identity verification for participant transactions to ensure compliance and prevent fraud.

• Monitor contribution files for errors or discrepancies and coordinate resolution with internal teams or clients.

• Maintain detailed records of transaction processing and issue resolution in the ticketing system.

• Collaborate with internal departments, recordkeepers, and advisors to ensure timely, accurate processing.

• Communicate with clients about missing or incorrect payroll data and follow up to ensure corrections.

• Assist with reconciliation of contribution data and deposits to ensure proper allocation to participant accounts.

• Support audit and compliance efforts by providing documentation and transaction history as needed.

• Process incoming mail and deposits related to contributions and transactions, ensuring proper documentation and handling.

• Participate in department projects and initiatives related to process improvement and system enhancements.

• Regular on-site attendance is an essential job function due to secure system access, collaboration on sensitive matters, participation in operational meetings, and hands-on involvement; reasonable accommodations will be considered.

• Support team initiatives and project-based work as required.

• Build and maintain relationships with team members and peers across disciplines to ensure effective coordination of communications and client services.

• Attend webinars and training to stay current with company and department best practices.

• Knowledge, Skills, and Abilities:

• Competent with computer operations, including accurate data entry, file management, and navigating software platforms.

• Able to read, understand, and interpret policies, procedures, and technical documentation.

• Skilled at composing routine reports, internal correspondence, and documentation with clarity and attention to detail.

• Strong professional communication skills for interactions with internal teams, external partners, and stakeholders.

• Able to work under supervision and independently, demonstrating initiative and accountability.

• Maintains strong work ethic, reliability, integrity, confidentiality, and commitment to continuous improvement.

• Active listening skills to understand client needs and provide clear guidance on retirement plan features and compliance.

• Calm, solution-oriented approach in escalated or complex situations.

• Precision in reviewing plan documents, processing transactions, verifying data, and interpreting regulatory requirements.

• Effective prioritization of multiple tasks and deadlines in a fast-paced environment.

• Flexibility to support broader service goals and contribute to a positive team culture.

• Adaptability to process changes, regulatory updates, and evolving business needs.

• Education & Experience:

• High School Diploma or equivalent preferred; relevant non-traditional programs, certifications, or training also considered.

• Two (2) years of client-facing customer service and relationship management experience required.

• Payroll or employee benefits administration, including 401(k) administration experience, preferred.

• Proficiency with Microsoft Office (Outlook, Teams, Excel, Word, PowerPoint) and ability to learn other applications as needed.

• Required Licenses and/or Certifications:

• Credentials such as ASPPA or NIPA preferred, or willingness to earn one within 12 months.

• Physical, Mental, & Communication Demands:

• Physical Demands: Primarily sedentary work at a desk or computer; frequent use of hands for keyboard/mouse and standard office equipment; occasional movement within the office; visual acuity for reviewing data and documentation; minimal lifting of light office materials.

• Mental Demands: Sustained attention to detail; analytical and problem-solving skills for researching discrepancies and resolving issues; ability to multitask and exercise sound judgment; stress management to work effectively under deadlines; adaptability to changing priorities and system updates.

• Communication Demands: Frequent verbal and written communication via phone, virtual channels, and digital collaboration tools; ability to explain complex HR, legal, and compliance concepts to varied audiences; active listening; professional, calm, solution-oriented style for escalated or sensitive situations; cultural sensitivity when communicating with diverse individuals.

• Environmental Conditions:

• Work is performed in a professional, climate-controlled office with standard lighting and low-to-moderate noise. The role involves extended screen time, in-person collaboration, meetings, and minimal exposure to physical hazards.

• Disclaimer:

• This job description does not list all duties; employees will follow other job-related instructions and perform other duties as requested by management. Management may revise this description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform essential functions. This document does not create an employment contract beyond "at-will" employment.

• Benefits:

• Health Insurance: medical, dental, and vision coverage.

• Retirement Plan: 401(k) with company match.

• Paid Time Off: PTO, holidays, parental leave, and sick leave as required by state law.

• Other Benefits: life insurance, short-term disability, long-term disability, Employee Assistance Program (EAP), FSA, HSA, identity theft protection, critical illness, accident, cancer and hospital protection, legal insurance, and pet insurance.

#SolvoGlobal

#LI-PROMOTED

#LI-Onsite