Client Support Specialist) - American Technology Consulting

Position Purpose:This position will be responsible for assisting RelationshipManagers with supporting the overall business relationship with each assignedexisting and potential municipality and/or member. This position will assist inthe management and coordination of current and new business development, pensionplan contract management, client satisfaction, and dispute resolution.Description of Duties:Assists with the maintenance of client paperwork, files,records, and documentation accurately and in compliance with standards and bestpractices.Assists in coordinating client meetings, appointments, and follow-up asrequired. Helps prepare and distribute meeting agendas, minutes, and actionitems.Acts as a point of contact for municipalities and/or members, assists withhandling inquiries and resolving issues promptly, accurately, andprofessionally.Contributes to the preparation of client communications, reports, andpresentations as needed.Collaborates with the Chief Programs Officer, Director of Client Relations,Relationship Managers, or other professional staff to ensure municipalitiesand/or members receive exceptional service and support.Collaborates closely with the Chief Programs Officer, Director of ClientRelations, Relationship Managers, or other professional staff to prepare variousoperational and activity reports. This entails the preparation of said reportsin final and/or draft form and often requires the gathering of statistical orother information.Compiles and analyzes data to identify trends, opportunities, and areas forimprovement.Assists in preparing regular and ad-hoc reports for municipalities, members, andinternal stakeholders. Collaborates with the team to develop insights andrecommendations based on data analysis.Maintains knowledge of PMRS’ base plan documents associated with defined benefitand cash balance plans as well as a working understanding of plan-specificadoption agreements that set forth specific provisions of each pension planunder management. Understands relevant functional and legal differences amongIRS qualified retirement plans eligible for local government use, the keyemployer fiduciary obligations and plan administration responsibilitiesassociated with PMRS-administered pension plans, and the specific informationcontained in PMRS’ member-related statements and calculations.Ensures compliance with regulatory requirements and internal policies related topension administration. Assists in conducting risk assessments, audits, andcompliance reviews.Collaborates with the team to implement risk mitigation strategies and controlmeasures.Participates in training sessions and workshops to enhance knowledge of pensionadministration services.Assists in onboarding new team members and provides ongoing support andguidance. Contributes to the development of training materials and resources forinternal use.Participates in special projects as assigned by the Chief Programs Officer,Director of Client Relations, Relationship Managers, or other professionalstaff.Represents the Pennsylvania Municipal Retirement System in meetings and performsand/or coordinates various administrative functions and other related duties asassigned.Decision Making Responsibilities:This position is expected to work with a highdegree of independence with supervision being general in nature with work beingreviewed for results. Assignments are provided by, but not limited to: the ChiefPrograms Officer, Director of Client Relations, Relationship Managers, and otherprofessional staff as appropriate. Work is reviewed prior to assignment and uponcompletion with discussions of important issues or unique circumstances asrequired. Long-term projects are assigned in the form of goals, expectedoutcomes, and timeframes, allowing the incumbent to determine the best course ofaction(s) to achieve the desired outcome. Consultation is expected withmanagement when situations have unusually broad implications, are of a sensitivenature, or have a significant impact.Essential Functions:1. Communicates effectively, both orally and in writing2.Interprets applicable policies and procedures3. Organizes, prioritizes, andmonitors work assignments4. Develops and finalizes correspondence,presentations, contracts, and reports5. Establishes and maintains effective working relationships6. Understandspension administration concepts and practices7. Applies legislative and policyrequirements8. Diagnoses and troubleshoots problems9. Uses personal computer,associated software, and standard office equipment10. Logs and tracks correspondence and client communication