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Client Service Analyst/Plan Setup Lead

Bank of America | Pennington NJ 08534 USA | Full Time | Posted: 08/20/2019

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Job Description:

The Team Lead will be part of the Institutional and Personal Retirement Onboarding and Maintenance  group. The responsibilities include the transfer of all plan assets from prior trustee or custodian, conversion of participant records from prior record-keeper, establishing plan payroll interfaces with plan sponsor or payroll vendor.  Ensures plan set up is done in accordance with governing plan document and all administrative practices.

This position is responsible for the systems setup of all new Retirement Group plans for plan sponsor and participant service delivery platforms, in coordination with the New Business Conversion teams. Systems involved are MLII, Participant Services Platform (BASE using Oracle), Benefits OnLine Web-based participant service system, Interactive Voice Response System (VMON), Distribution System, Confirm and Trading System (RSM0), Knowledge Retrieval System (KRS).  These primary systems control all participant and plan driven functionalities, and inherent risk potential is of the highest level. Monitoring, validating and researching set up of plan level systems to ensure that all new functionality results in expected outcomes and no exposure. This also includes troubleshooting systems difficulties. Business ownership of service delivery setup systems APS2, Oracle FE-Setup, Web-Setup Entitlements. Statistical and management information system reporting of all activities. Maintenance and improvement of all internal business related policies, procedures, training information and MIS databases. Assist in production support research and function/regression and user acceptance testing for new systems development . This includes consultation in systems development walkthroughs with Systems programmers, and Business Analysts to insure proper design for current business flows, and seamless integration into business processing.     

Required Skills:

Understanding of rules and regulations governing retirement plans

Strong understanding of recordkeeping practices, systems, file layouts and structures.

Excellent verbal and written communication skills.

Ability to manage multiple priorities to meet deliverables expected by client.

Minimum 2  years of experience in Operations environment or equivalent work experience

Drives team goals and results

Manages risk effectively

Takes ownership, self-motivated and highly organized

Ability to prioritize multiple tasks while paying attention to details as well as maintaining quality standards

Working knowledge of SharePoint

Desired Skills:
2-3 years retirement plan administration experience
College degree
Understanding of Omni/ Sunguard recordkeeping systems
Understanding of file layout specifications. Ability to load, manipulate and process data using various database tools
Microsoft Office application suite - Excel, Word, Power Point, Project, Oracle.

Enterprise Job Description:

Responsible for the day-to-day resolution of complex problems and escalated client complaints regarding Private Bank (PB) client trust, investment, deposit and credit products, policies and procedures. Provide value added advice and recommend solutions to clients and associates. Ensure all customer complaints are resolved to customer's valid requirements, within corporate policy guidelines, and in compliance with all federal and state regulations, policies and requirements. Responsible to stay abreast of new product developments, process enhancements and regulatory changes impacting PB's products and services. Responsible for providing efficient, courteous service to inquiries and requests from internal associates and external clients. Act as liaison between PB and other business partners and subsidiaries to ensure that high quality and comprehensive client service is provided to PB clients in accordance with defined parameters. Client service includes client calls, transaction processing, inquiry response/research, account maintenance and analyzing customer questions, requests and problems. Responsible for providing work direction, guidance and expertise to less experienced associates and may provide training to associates on new and complex initiatives. Demonstrated ability to take ownership of issues and see them through to resolution with minimal supervision. Clearly recognized as a content expert by peers. Proactively assist other team members when workloads dictate. Update and maintain internal department system (Case Manager) for tracking and reporting. Support team by assisting Team Leader and/or Department Manager in the completion of special projects as required. Perform additional duties as assigned by Team Leader.


1st shift (United States of America)

Hours Per Week:


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Location Pennington, NJ, 08534, United States
Categories Banking/Investment

Location Maptop

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Job Code 19054818-2

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