401(k) Client Services Supervisor

401(k) Client Services Supervisor

Supervises and provides technical direction to associates that provide processing and other services to customers. Maintains capabilities and professionalism of assigned team's interactions with employers, plan participants, auditors, attorneys, government agencies, and Sentry field and home office personnel. Successfully balances requirements of achieving Sentry's business objectives within legal, administrative, practical, compliance, and system capabilities for qualified plan administration.

This role will be filled following our hybrid work model at our El Paso or Denver office.

As a 401(k) Client Services Supervisor, you will:

• Develop team's relationship management, communication, and technical skills to anticipate and address service issues and resolve problems quickly and effectively.
• Responsible for leading a team in relationship management, technical expertise and problem-solving focused on plan testing, reporting, and customer relationship management.
• Maintain capabilities and professionalism of assigned team's interactions with employers, plan participants, auditors, attorneys, government agencies, and Sentry field and home office personnel.
• Balance requirements of achieving Sentry's business objectives within legal, administrative, practical, compliance, and system capabilities for qualified plan administration.
• Supervise units whose main focus is pension 401(k) processing and service. Manage overall schedules, procedures, and policies for team functions, ensuring that all Sentry contractual or business obligations are fulfilled adequately.
• Ensure that team reports are accurately and timely prepared and distributed to affected areas.
• Ensure that production schedules are met and that services, quality and service standards are attained in an efficient and cost-effective manner.
• In conjunction with Director and other managers, establish and monitor departmental goals, objectives and policies that complement overall company objectives.
• Identify, recommend and implement changes in products, procedures and processes which are required by government regulations that impact Sentry's retirement products or business, or which are necessary to remain competitive in the retirement marketplace. Maintain current knowledge of new and proposed rules and regulations affecting retirement plans. Be responsible for the review of bulletins and reports for information pertinent to the associates.
• Ensure that applicable control documents and procedures are consistently updated and reflect current business practices and Sentry requirements. Monitor quality through periodic audit processes and measure service and productivity through various unit reports. Provide training and technical support to staff and sales force as needed.
• Participate in projects. Collaborate with Information Technology to implement systems enhancements and improvements. Serve on research teams relative to system needs. Perform analysis and make recommendations. Provide leadership and technical expertise in implementation of new technologies, services, policies and procedures. Maintain knowledge of all Sentry systems and software systems used by the contribution and 401(k) business area.
• Conduct the selection, development, motivation and recognition of staff. Actively pursue understanding and implementation of management techniques to increase associate engagement by attending instructor led or eLearning activities. Oversee the development of staff and implementation of appropriate training and cross-training programs. Develop your team's relationship management, communication and technical skills to anticipate and address service issues and resolve problems quickly and effectively.
• Provide technical expertise in handling sensitive or unusual customer service issues or complaints. May work with various internal departments, management or state insurance departments and examiners in resolution of issues. Review, analyze and resolve Consumer Affairs and/or insurance department complaints and exception requests. May respond directly to customer and insurance departments.
• Develop and maintain effective working relationships with other business units and internal partners.

Additionally, you may:

• Supervise units which include SLONY product administration or Life Policy Services.
• Oversee analysis, creation and evaluation of internal reports, studies and notifications to identify, correct and/or prevent error situations. Anticipate potential system or production problem areas and recommend corrective action.
• Provide management with regulatory reporting for state compliance audits and outside audit firm reviews.
• Be responsible for updates to business continuity plans and internal control projects.
• Inform associates of new procedures or changes to existing procedures. Recommend workflow procedures that assist the associates to be more efficient in their daily operations.
• Represent direct area and beyond regarding project work, providing communication, participation and oversight on projects impacting contributions and potentially the 401(k) business area.
• Administer human resource-related activities including timely performance and salary reviews and ensure all subordinates adhere to human resources policies and practices. Select, develop, motivate and recognize staff.
• Perform other job-related duties as assigned from time to time.

What it Takes:

• Bachelor's Degree or equivalent work experience.
• Minimum of 2 years of related 401(k) work experience.
• Knowledge of Sentry organization and distribution systems.
• Self-motivation.
• Ability to motivate and develop direct reporting staff to provide efficient and cost-effective services.
• Demonstrated technical knowledge in assigned service area.
• Analytical skills to identify, evaluate and develop procedures for problem resolution.
• Organizational, human relation and communication skills.
• Understanding of business communications, computer and various software applications is beneficial.

What You'll Receive:

• Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you'll work in office.
• As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.
• Meal Subsidy available for associates who report to an office.
• 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.
• Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program.
• Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off.
• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
• Well-being and Employee Assistance programs.
• Sentry Foundation gift matching program to encourage charitable giving.

About Sentry:

We take great pride in making Forbes' list of America's Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction. Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we're one of the largest and financially strongest mutual insurance companies in the United States. We're rated A+ by A.M. Best, the industry's leading rating authority.

Our headquarters is in Stevens Point, Wisconsin, with offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth. Get ready to own your future at Sentry. Opportunities await!