[Hiring] Retirement Plan Administration Support Specialist @Aquila Software Group

Role Description

Reporting to the Director of Customer Experience, we are hiring a Retirement Plan Administration Support Specialist. You will apply your knowledge of retirement plan administration to help customers resolve complex questions related to plan calculations, software functionality, and regulatory requirements. You will work closely with our development team to investigate issues, identify opportunities for improvement, and test software changes, helping ensure our solutions deliver accurate results and meet the needs of the retirement plan professionals who rely on them.

This is a fully remote role based anywhere in the United States. You will work an eight-hour shift within our customer support hours of 8:00 a.m. to 5:30 p.m. Central Time.

What’s in it for you

• A new direction for your career. You will have the opportunity to bring your retirement plan administration expertise into a software company that serves the industry you know. You will build on your knowledge in a customer-facing role, developing new skills in software support, troubleshooting, and product functionality while helping retirement plan professionals make the most of the technology they rely on.
• Broader exposure and impact. You will work with a diverse range of third-party administrators and benefits professionals across the United States, gaining insight into different approaches, challenges, and retirement plan requirements. You will expand your industry knowledge while helping customers solve complex problems and improve how they work. Through your collaboration with the development team, you will also have a voice in how our software evolves, sharing feedback and helping test improvements that benefit customers across the industry.
• Career growth and opportunity. You will join a team where your industry knowledge is valued and where there are opportunities to develop your career in new directions. You will gain exposure to different aspects of the software business, with potential pathways into senior support, product, or other customer-facing roles. As part of Aquila's broader portfolio of software companies, you will also have access to a wider network of businesses and potential opportunities to grow your career over time.

Responsibilities

• Guide and support customers. You will respond to questions from retirement plan administrators and other industry professionals through phone, email, and our support ticketing system. You will help customers navigate software functionality, understand results, and work through issues involving their day-to-day administration activities. You will provide clear explanations and follow through on questions that require further investigation.
• Solve complex administration questions. You will draw on your understanding of qualified retirement plans, including calculations, compliance testing, contributions, distributions, and regulatory requirements, to investigate customer questions. You will look beyond what the software displays to understand the underlying administration process, research unfamiliar scenarios, and determine the correct result.
• Collaborate on software improvements. You will identify and document software issues, communicate bug reports and enhancement requests, and work with our development team to help resolve them. You will also bring your perspective as an experienced administrator to discussions about new features and changes driven by evolving legislation.
• Test and validate changes. You will help test software fixes, new functionality, and regulatory updates before releasing them to customers. Using your knowledge of retirement plan rules and calculations, you will evaluate whether the software produces the expected results across different administration scenarios and provide feedback when further changes are needed.
• Share knowledge with customers and colleagues. You will contribute to release notes, written resources, training materials, and webinars that explain software functionality, regulatory changes, and common administration questions. You will make complex information accessible and help customers get more from the software they use.

Qualifications

• The retirement plan administration experience. You have hands-on experience administering U.S. qualified retirement plans and understand the processes, calculations, and compliance requirements involved. You know how administration tasks are performed, what results to expect, and how to investigate discrepancies.
• The industry knowledge. You have a strong understanding of qualified retirement plans, including compliance testing, contributions, distributions, and plan documentation. You are familiar with ERISA and regulatory developments such as SECURE 2.0.
• The software experience. You have used retirement plan administration software in your work and understand how it supports calculations, compliance, and day-to-day administration.
• The analytical and problem-solving skills. You can work through complex questions, investigate unexpected results, and identify the source of an issue.
• The customer focus and communication skills. You can explain complex retirement plan concepts and software functionality in a way that is clear and helpful to customers with different levels of knowledge.
• The curiosity to keep learning. You are interested in technology and how software can improve retirement plan administration.

Interview Process

• A virtual interview with a Talent Advisor to discuss your interest in joining the company and in the role.
• A virtual interview with the Director of Customer Experience to explore your retirement plan administration experience, knowledge of regulations and calculations, familiarity with industry software, and approach to investigating and resolving customer questions.
• A virtual interview with a senior member of the Customer Support team to further discuss your practical experience, approach to customer support, and how you would contribute to software testing and continuous improvement.
• A final virtual interview with the General Manager to learn more about CalcAir, discuss your interest in the opportunity, and explore how your experience and career aspirations align with the direction of the business.

Apply Now

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for and want to play an integral role in changing an industry, apply to express your interest.