Experienced Retirement Plan and Payroll Customer Liaison – Delivering Exceptional Service and Support to Clients at arenaflex

Introduction to arenaflex

arenaflex is a leading third-party administrator (TPA) dedicated to providing top-notch retirement plan design, administration, actuarial services, and ongoing consulting services to ensure our clients' plans comply with DOL, ERISA, IRS, and other regulations. With a passion for leveraging technology to streamline processes, we are committed to delivering exceptional service and support to our clients nationwide. Our headquarters are located in Stratham, NH, but our reach extends across various industries and sizes, making us a dynamic and diverse organization.

About the Role

We are seeking an experienced Retirement Plan and Payroll Customer Liaison to join our team at arenaflex. As a primary point of contact for our 3(16) concierge fiduciary services, you will be responsible for maintaining a book of business, ensuring seamless data transmission and communication, and providing execution and resolution throughout the service cycle with a focus on payroll. This position requires collaboration with other team members, effective verbal and written communication skills, and a passion for client interaction and data analysis.

Key Responsibilities

• Meet arenaflex Service Agreement standards when interacting with plan sponsors, participants, advisors, and vendors, including addressing inquiries efficiently, professionally, and accurately.
• Respond to plan sponsor, participant, advisor, and vendor emails and calls within 24 hours.
• Coordinate the electronic contribution submission process with payroll service vendors, plan sponsors, and recordkeepers based on plan payroll frequency, including:
  • Downloading payroll reports from payroll vendors
  • Analyzing data for discrepancies
  • Submitting contributions to Recordkeepers
  • Providing deposit confirmations to the plan sponsor
• Upload payroll information to the Verify system for eligibility tracking.
• Assist in the correction of payroll errors as needed.
• Assist the Enrollment Liaison with eligibility tracking and mailings as needed.
• Pull YTD payroll and census info from payroll providers upon request.
• Report online deferral change requests to plan sponsors on a weekly basis for all assigned plans.
• Serve as backup to other liaisons when they are out of the office.
• Maintain accurate records of client interactions and transactions in the appropriate storage locations.
• Protect and secure all confidential data held by arenaflex to prevent unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to the company or our plan sponsors, participants, advisors, and vendors.

Essential Qualifications

• High School Diploma is required.
• Excel experience required with the knowledge and ability to use Microsoft Teams and navigate different websites required.
• Proven customer service and relationship management skills with the desire and drive to create a long-term client base.
• Strong verbal and written communication skills using clear and grammatically correct language.
• The ability to problem-solve, be proactive, and demonstrate initiative.
• Robust time management and organizational skills with the ability to multi-task required.
• A base knowledge and understanding of retirement plans and payroll processing platforms with the ability and drive to expand that knowledge.
• Ability to work both independently and in a collaborative team environment.

Preferred Qualifications

• Experience in the retirement plan industry or a related field.
• Knowledge of DOL, ERISA, IRS, and other regulations governing retirement plans.
• Familiarity with payroll processing platforms and software.
• Experience with customer relationship management (CRM) software and other technology tools.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. As a Retirement Plan and Payroll Customer Liaison, you will have opportunities to expand your knowledge and skills in the retirement plan industry, including:

• Professional development training and education programs.
• Industry conferences and seminars.
• Mentorship and coaching from experienced professionals.
• Opportunities for advancement and career growth within the company.

Work Environment and Company Culture

arenaflex offers a dynamic and supportive work environment that values collaboration, innovation, and customer satisfaction. Our company culture is built on the principles of:

• Integrity and transparency.
• Respect and empathy for our clients and colleagues.
• A commitment to excellence and continuous improvement.
• A passion for leveraging technology to streamline processes and improve customer experience.

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• A generous benefits package with a significant employer contribution towards premiums for Medical, Dental, and LTD.
• Group pricing on Vision, STD, Life, and other insurance plans.
• Ample PTO time and holiday schedule to support work-life balance.
• Opportunities for professional development and education assistance.
• A retirement plan with both pre-tax and Roth contributions and a 3% Safe Harbor employer contribution.

Conclusion

If you are a motivated and customer-focused professional looking for a challenging and rewarding role in the retirement plan industry, we encourage you to apply for the Retirement Plan and Payroll Customer Liaison position at arenaflex. With our commitment to excellence, innovation, and customer satisfaction, we offer a dynamic and supportive work environment that values collaboration, integrity, and respect. Join our team and take the first step towards a fulfilling and successful career in the retirement plan industry.