The RPS Technology Specialist position is responsible for acting as the technical liaison between internal and external clients, Ascensus development teams, and third party vendors.
This position is responsible for advocating for the RPS client to provide technical resolutions by developing, recommending, implementing and facilitating solutions to fit the needs of the client. This position is responsible for documenting client support and ensuring service level standards are met.
Section 2: Job Functions, Essential Duties and Responsibilities
Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.
Manage the new or existing client relationship through the implementation or products and subscriptions and provide technical support of RPS products.
Responsible for second level technical assistance to internal and external clients using multiple applications for troubleshooting and research.
Manage upgrades, QA testing, and rollouts of software products and services.
Utilize internal systems to monitor and maintain detailed information for project tracking and problem resolution.
Provide customer service support in a call center environment through various mediums: phone, email, and ticket system. Document as outlined in processes.
Identify and respond to all internal and external client issues in a manner consistent with quality customer service. Recognize and anticipate problems and take appropriate actions, escalate and report as needed.
Responsible for monitoring systems or tickets as assigned and escalating and communicating as outlined in processes.
Serve as coordinator in the creation and fulfillment of customized web landing pages, products, and service solutions specific to RPS products.
Demonstrate the ability to identify, review and analyze discrepancies and questionable procedures within the unit and escalate for resolution.
Maintain the integrity of information in all Standard Operating Procedures and reference guides.
Initiate and accept additional duties as necessary to exceed client expectations.
Act as client advocate and take necessary steps to exceed service standards to manage client retention/growth.
Demonstrate leadership responsibilities by assuming key project responsibilities as assigned while maintaining base job assignments; assist with product/service development.
Recommend and implement continuous improvements to processes identified through daily work with customers, internal operations teams and vendors.
Responsible for coordinating training internal staff on processes and procedures.
Demonstrate quality behaviors by maintaining a positive and professional manner at all times.
Contribute to overall success:
Follow all department procedures and make recommendations as appropriate
Meet assigned service standards
Recognize growth opportunities and streamline efficiencies
Provide management with feedback/solutions to avoid errors and provide better service.
Assist manager with product/service development
Support development of team by actively participating in team initiatives
Assist team with special projects and handle other essential tasks as assigned.
Attend training and development sessions
Increase industry knowledge and the relationships and business procedures within Ascensus
React positively and help implement change
Perform other duties and special projects as assigned.
Associate Degree in Business, Finance, IT or related field or equivalent work experience required.
A minimum of 4 years customer service and technical support experience required.
Previous knowledge of financial services market and with IRA, ESA and HSA compliance preferred
Excellent computer efficiency required.
Strong understanding of various operating systems and ISPs
Project coordination experience required
Must possess excellent attention to detail and problem solving skills
Must possess excellent organizational skills
Must be able to work within deadlines
Excellent service skills customer service skills
Proven ability to use effective listening skills
Must be able to react to change positively and productively
Ability to travel - limited
Must be multi-task oriented
We are proud to be an Equal Opportunity Employer
Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 10 million Americans save for retirement and college.
Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").