Participant Services Assistant Manager

If you enjoy interacting with people, providing outstanding customer service and are looking for a rewarding career, BPAS may be the right place for you! BPAS, Inc. is a national provider of retirement plan administration, actuarial, consulting, collective investment fund administration and VEBA / HRA services to a diverse array of clients spanning the United States and Puerto Rico. We service over 4,200 retirement plans and 510,000 plan participants in total, through partnerships with a wide array of financial intermediaries.

General Function:

This position is responsible for daily operations of the Participant Services Center, including support of the Participant Services Representatives and interactions with other departments.

Essential Duties:

• Coaching and development of both new hires and existing team members

• Conduct training sessions for new and existing team members
• Create and maintain Participant Services Center training documents and procedures

• Act as a Subject Matter Expert for the team.

• Handle escalated customer situations, not limited to telephone calls and emails

• Monitor all departmental inventories and facilitate keeping them within goal

• Perform quality audits on the work of the team

• Supervise the entire team, however, be the direct Supervisor of a subset of the team.

• Review time off requests and approve payroll

• Prepare and deliver performance appraisals for staff

• Assist with resolving technical problems affecting the team or customer-facing applications

• Handle all work items as needed including taking queue telephone calls, reviewing paperwork, Postponed Tasks, monitoring the Participant Services mailbox and the secure email web comm box.

• Run and maintain department reports including daily inventory; daily, weekly, monthly and quarterly phone reports; various other call center software reports, QPRR report and any other reports as needed

• Act as a point of contact for internal departments
• Handle the functions of the Participant Services Manager in their absence

Ancillary Duties:

As an integral member of the organization, this position is also responsible to provide assistance wherever necessary to help the department and the Company in achieving their goals.

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.