Remote Recordkeeping Account Manager — Client Success

DEFINITI LLC; Erie (Erie County); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) with up to 4% match

12 paid holidays and floating holidays

Paid Parental Leave

Medical, dental, vision options

Company-paid life insurance

Job summary

Definiti is a national retirement services company offering remote-first roles focused on client service for retirement plan recordkeeping. You will be the primary contact for daily plans, building strong client relationships and delivering high-quality service in a high-touch environment.

The role emphasizes resolving plan issues, audit support, and coordinating reporting and plan changes, with emphasis on effective communication and teamwork in a remote setting.

Qualifications

• 3+ years of experience in the retirement plan industry required.
• Bachelor's degree preferred.
• Defined Contribution experience required.
• Experience with FIS / Relius daily valuation software required.
• ASPPA Certification QKA is a strong plus.

Responsibilities

• Serve as primary contact for assigned recordkeeping plans.
• Develop and maintain strong client relationships.
• Ensure overall client satisfaction and effective communications.
• Research and communicate resolutions for daily plan issues.
• Provide audit support to Retirement Plan Consultants.
• Coordinate meetings to assist with client inquiries.
• Provide web training to Plan Sponsors and Advisors as needed.
• Coordinate reporting and rollout for clients.
• Coordinate involuntary cash outs, loan defaults and RMDs.
• Assist with plan implementations and deconversions.

Skills

Client service

Communication

MS Office

Remote collaboration

Problem solving

Education

Bachelor's degree preferred

High school diploma or GED

3+ years retirement plan experience

2+ years client service experience

Defined Contribution knowledge

ASPPA QKA certification a plus

Tools

FIS Relius daily valuation

Job description

Description

Why join our team at Definiti? If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications.

Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans.

PURPOSE OF POSITION

The Recordkeeping Account Manager is the primary client service contact for approximately 140 daily recordkeeping plans, in high touch client-facing environment.

PRIMARY DUTIES AND RESPONSIBILITIES

· Serve as primary contact for assigned recordkeeping plans

· Manage and develop strong relationships with internal and external clients

· Responsible for overall client satisfaction, contact maintenance, and external communications

· Research, deduce, and effectively communicate resolutions for issues that arise on daily recordkeeping plans

· Provide audit support to Retirement Plan Consultants

· Participate in and/or coordinate meetings to consult and assist with client inquiries

· Provide web training to Plan Sponsors and Advisors as needed

· Coordinate the production and/or the rollout of custom or specialized reporting for clients

· Coordinate involuntary cash outs, loan defaults, and required minimum distribution payments

· Coordinate the execution of plan implementations and deconversions

Requirements

COMPETENCIES REQUIRED

· Effective prioritization skills

· Strong knowledge of retirement plan services and daily recordkeeping

Exceptional verbal and written communication skills

· Proficient with MS Office, comfortable with technology and automation

· Commitment to delivering consistent, high-quality results

· Ability to adapt in a changing work environment

· Strong analytical and problem-solving skills

EDUCATION AND QUALIFICATIONS

• High school diploma or GED required

• Bachelor's degree preferred

• 3+ years of experience in the retirement plan industry required

• 2+ years of client service experience

• Defined Contribution experience required

• Experience with FIS / Relius daily valuation recordkeeping software required

• ASPPA Certification QKA a strong plus

REMOTE WORKING REQUIREMENTS

As a remote-first company, we have compiled expectations for a successful remote work environment:

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work. A stable, high-speed internet connection is essential for effective communication, collaboration, and productivity while working remotely
• Designate a quiet, and well-lit space free of as many distractions as possible
• Be online and available to work during designated business hours in local time zone
• Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. We utilize many Microsoft Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing. Familiarity with Microsoft Teams is a plus
• Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint

BENEFITS

Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

• A virtual-first work philosophy for most jobs
• 401(k) with up to 4% match
• Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
• 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
• Paid Parental Leave
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility