Client Trainer – Retirement Product Support Specialist

Wolters Kluwer; Waltham (MA); On-site; USD 76,000 - 106,000; Full time

Job summary

An established industry player is seeking a dedicated support specialist to join their General Support and Documents Team. In this hybrid role, you will assist customers with ftwilliam.com software, ensuring they receive timely and accurate support. Your expertise in regulatory knowledge and customer service will be essential as you address inquiries and collaborate with product owners for improvements. This role offers a unique opportunity to work with a leading provider in the retirement plan service industry, where your contributions will directly impact customer satisfaction and product quality. Join a team that values your skills and fosters a collaborative environment!

Qualifications

• Two-year degree or relevant industry experience is required.
• Customer service experience and technical skills are essential.

Responsibilities

• Provide administrative support and answer software questions for customers.
• Ensure timely and accurate support for ftwilliam.com software.

Skills

Customer service skills

Technical skills

Analytical skills

Problem-solving skills

Communication skills

Teamwork

Education

Two-year degree or comparable Industry experience

Tools

ftwilliam.com software

Common business software applications

Job description

LOCATION: Hybrid (8 days a month in the office) Madison WI, Philadelphia PA, Waltham MA, Riverwoods IL, Hagerstown MD, Kenilworth GA, Dallas TX, Houston TX, Denver CO, Indianapolis IN, Wichita KS

OVERVIEW

You will work within the General Support and Documents Team and assist with all aspects of the ftwilliam.com: Portal, 5500s, 1099s, ACA, IRS Forms, Document, software modules. You will report to the Lead Product Support Consultant in the division of Legal & Regulatory (LR US) within Wolters Kluwer.

RESPONSIBILITIES

Ftwilliam.com provides administrative, document, and compliance software for retirement plan service providers. This specialist supports customers by answering ftwilliam.com software questions, specifically for the products listed above but could include other product modules offered. Ftwilliam.com serves nearly 3,000 customers around the country and averages 1,000 - 2,000 support emails per month. Ftwilliam.com support personnel have the highest Net Promoter Scores among their industry peers.

• Share ERISA regulatory and technical knowledge.
• Assist customers with technical questions as they relate specifically to the products via phone and email.
• Assist customers with product software questions via phone and email.
• Ensure ftwilliam.com support is accurate and timely. Ftwilliam.com support emails are generally answered in less than two business hours and calls are responded to promptly.
• Assist product owners in identifying areas for product improvement and expansion.

QUALIFICATIONS

Education: Two-year degree or comparable Industry experience.

Experience:

• Plan administration or past third-party administrative (TPA) experience preferred.
• ftwilliam.com document and portal experience strongly preferred.

Other Knowledge, Skills & Abilities:

• Industry credentials: ASPPA or NIPA credentials preferred or willing to obtain.
• Proficiency in common business software applications.
• Customer service skills including written and verbal communication skills.
• Ability to work in a team environment and help other team members.
• Technical, analytical, and problem-solving skills.
• Ability to perform work independently with minimal supervision and to exercise sound, independent judgment, and discretion.
• Ability to manage multiple, concurrent projects.

TRAVEL: 5% minimal travel for team meetings and industry events/trainings.

Compensation: Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $76,350 - $105,700