Job Description

About Us

Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .

Position Summary

The Retirement Services Specialist – Processing is responsible for managing the accurate and timely processing of payroll contribution submissions and participant transaction requests within 401(k) retirement plans. The Specialist works closely with internal teams, recordkeepers, and clients to resolve discrepancies, maintain data integrity, and support operational efficiency across retirement plan processes.

Essential Duties and Responsibilities

• Respond to participant inquiries via phone and email.
• Research and resolve escalated calls from the call center.
• Track and process incoming payroll contribution submissions, ensuring accuracy and timeliness.
• Review, process, and approve participant transaction requests in accordance with plan rules and internal procedures.
• Conduct identity verification for participant transactions to ensure compliance and prevent fraud.
• Monitor contribution files for errors or discrepancies and coordinate resolution with internal teams or clients.
• Maintain detailed records of transaction processing and issue resolution in the ticketing system.
• Collaborate with internal departments, recordkeepers, and advisors to ensure timely and accurate processing of participant transactions.
• Communicate with clients regarding missing or incorrect payroll data and follow up to ensure timely corrections.
• Assist with reconciliation of contribution data and deposits to ensure proper allocation to participant accounts.
• Support audit and compliance efforts by providing documentation and transaction history as needed.
• Process incoming mail and deposits related to contributions and transactions, ensuring proper documentation and handling.
• Participate in department projects and initiatives related to process improvement and system enhancements.
• Regular on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement.
• Support team initiatives and project-based work as required.
• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.

Knowledge, Skills, and Abilities

• Demonstrated competency in computer operations, including data entry, file management, and navigating various software platforms with efficiency and accuracy.
• Strong ability to read, understand, and interpret a variety of written materials including policies, procedures, and technical documentation.
• Skilled in composing routine reports, internal correspondence, and documentation with clarity, accuracy, and attention to detail.
• Capable of communicating effectively, professionally, and respectfully with individuals at all organizational levels, including internal teams, external partners, and stakeholders.
• Capable of working effectively under supervision while also demonstrating initiative and accountability in completing tasks independently.
• Maintains a strong work ethic, reliability, and commitment to excellence in all responsibilities, with a focus on integrity, confidentiality, and continuous improvement.
• Able to actively listen, understand client needs, and provide clear, accurate guidance on retirement plan features, processes, and compliance requirements
• Ability to maintain a calm, solution-oriented approach even in escalated or complex situations.
• Ensures precision when reviewing plan documents, processing transactions, verifying data, and interpreting regulatory requirements.
• Effectively prioritizes multiple tasks and deadlines in a fast-paced environment.
• Demonstrates flexibility in supporting broader service goals, willingly steps in to help teammates, and contributes to a positive, high-performance team culture.
• Adapts quickly to process changes, regulatory updates, and evolving business needs.

Education & Experience

• High School Diploma or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.
• Two (2) years of experience with client facing customer service and relationship management is required.
• Payroll or employee benefits administration, including 401(k) administration experience is preferred.
• Proficiency with Microsoft Office software (Outlook, Microsoft Teams, Excel, Word, PowerPoint) and demonstrated ability to learn other applications as needed.

Required Licenses and/or Certifications

• Credentials such as American Society of Pension Professionals & Actuaries (ASPPA) or National Institute of Pension Administrators (NIPA) is preferred; or willingness to earn one within 12 months.

Physical, Mental, & Communication Demands

Physical Demands:

Sedentary Work: Primarily involves sitting for extended periods while working at a desk or computer.

Manual Dexterity: Frequent use of hands and fingers to operate a keyboard, mouse, calculator, printers, and other standard office equipment.

Mobility: Occasional movement within the office to retrieve documents, access equipment, collaborate with team members, and navigate client sites, airports, hotels, or conference venues during travel.

Visual Acuity: Ability to review payroll data, system screens, and written documentation accurately, with reasonable accommodation as needed.

Lifting & Carrying: Minimal physical effort required; may include handling files or light office materials.

Mental Demands:

Attention to Detail: Sustained attention to detail required to accurately process payroll contributions, participant transactions, and compliance-related documentation. Ability to follow and apply established retirement plan rules, regulatory requirements, and internal procedures consistently.

Problem-Solving: Analytical and problem-solving skills are needed to research discrepancies, resolve transaction issues, and support escalated inquiries.

Multitasking: Ability to manage multiple tasks and deadlines simultaneously in a fast-paced, compliance-driven environment.

Judgment: Capacity to exercise sound judgment within defined guidelines when identifying errors or determining appropriate next steps.

Stress Management: Ability to work effectively under pressure while meeting service deadlines and maintaining accuracy.

Adaptability: Adaptability to changing priorities, system updates, and evolving regulatory or operational requirements. .

Communication Demands:

Verbal Communication: Frequent verbal communication is required to respond to participant, client, and internal team inquiries via phone or virtual channels. Ability to clearly explain retirement plan processes, transaction requirements, and next steps to participants and internal stakeholders.

Written Communication: Strong written communication skills required to document transaction activity, issue resolution, audit support materials, and internal correspondence.

Comprehension & Presentation: Ability to clearly explain complex HR, legal, and compliancerelated concepts to audiences with varying levels of understanding.

Active Listening: Requires attentive listening to accurately gather information, assess concerns, and respond appropriately to client and employee needs.

Virtual Communication: Regular use of video conferencing, phone systems, and digital collaboration tools to engage clients and internal teams.

Interpersonal Communication: Ability is needed to collaborate effectively with internal departments, recordkeepers, advisors, and peers. Ability to maintain a professional, calm, and solution-oriented communication style when handling escalated or sensitive situations..

Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.

Environmental Conditions

This position is performed in a professional office environment and requires regular use of computers and standard office equipment. The work setting is climate controlled with typical office lighting and low to moderate noise levels. The role involves extended periods of screen time, in person collaboration and meetings, and minimal exposure to physical hazards.

Disclaimer

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

This position is eligible for the following benefits:

• Health Insurance: Medical, dental, and vision coverage
• Retirement Plan: 401(k) with company match
• Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.