The Internal Wholesaler plays a key role in growing, supporting, and servicing PenServ platforms. This role assists and supports internal teams, participants, employers, and advisors by addressing inquiries and resolving issues related to the platforms. This position is responsible for managing opportunities from initial inquiry through the appointment of PenServ as successor TPA or recordkeeper as well as identifying new opportunities through existing and newly established relationships. The Wholesaler ensures a smooth and positive onboarding experience for all clients by coordinating internal setup tasks and facilitating communication across stakeholders. This role requires a proactive approach to client service, attention to detail, and a commitment to delivering exceptional partner experiences.
POSITION RESPONSIBILITIES - ESSENTIAL |
- Provide callers with distribution/withdrawal paperwork.
- Assist callers with completing distribution/withdrawal paperwork.
- Able to use multiple system tools to research, resolve, and communicate all service requests.
- Contact participants and/or advisors regarding incomplete distribution/withdrawal paperwork.
- Contact participants and/or advisors to let them know the reasons distribution/withdrawal was denied.
- Monitor CRM incidents for needed call backs.
- Review and approve distributions and loans prior to fund release.
- Receive and forward various forms to other internal departments (distributions, rollovers, beneficiary, SRAs) for processing.
- Communicate the importance of and educate the advisor/participant about what we do and why we ask for the information we do.
- Maintain high levels of customer satisfaction.
- Demonstrate commitment to quality-of-service area.
- Show understanding of effective communication concepts, tools, and techniques.
- Able to analyze most customer issues to ensure the best solution.
- Able to de-escalate and effectively resolve some customer issues.
- Able to multitask while providing excellent customer service.
- Assist with system upgrade testing prior to production implementation.
- Adhere to all safety rules and regulations.
- Perform other related duties as assigned to support team and organizational goals.
ESSENTIAL SKILLS AND EXPERIENCE |
- Provide guidance and support to other departments, fostering collaboration and knowledge-sharing.
- Demonstrate a friendly, approachable, and patient demeanor in team and client interactions.
- Exhibit strong research capabilities to resolve inquiries and enhance process understanding.
- Proactively identify and recommend procedural improvements to streamline team workflows.
- Possess foundational proficiency in Microsoft Office applications for daily operational tasks.
- Professional demeanor and good communication skills with the ability to work well with others in a fast-paced environment.
- Demonstrate strong organizational skills including record keeping, time management, and follow-up.
- Strong verbal and written communication skills.
- Excellent attention to detail and sense of urgency; ability to prioritize with an emphasis on quality and accuracy of work.
- Strong interpersonal and customer service skills required.
- Ability to multi-task, prioritize, and deal with interruptions while meeting timely deadlines.
BENEFICIAL SKILLS AND EXPERIENCE |
- Prior retirement industry knowledge.