• Act as the primary gatekeeper and incident manager for all open escalations during US hours. • Proactively coordinate with internal teams to unblock stalled escalations. • Partner with the Support Operations Manager to translate monthly governance reports into actionable tasks for our accounts. • Manage the lifecycle of technical documentation by proactively monitoring open tickets. • Act as the human-in-the-loop quality check for auto-generated Knowledge Base articles and automated account summaries. • Maintain daily, highly detailed action trackers detailing internal blockers, daily interventions, and next-communication plans for every open escalation. • Identify and help implement support process improvements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are hiring an Asset Transfer Specialist. The Asset Transfer Specialist manages the conversion process for employer-sponsored retirement plans. This role will oversee the transition of plan assets, participant data, and investment mapping. This role requires high-level project management to ensure the plan assets transfer timely and satisfies all statutory guidelines. - Assist plan sponsors with asset transfer process for plans conversions, acting as the primary liaison between the plan sponsor (employer), prior recordkeeper, new recordkeeper, and internal teams. - Execute asset transfers between recordkeepers and/or brokerage firms and ensure participant census data is accurately mapped from the prior provider's system to the new platform. - Review and draft required notices to comply with ERISA and IRS standards. - Coordinate the transfer timeline to ensure all deadlines are met to minimize disruption to the client. - Partner with investment advisors to facilitate fund-to-fund mapping, ensuring that assets are moved into the correct new investment vehicles upon arrival. - Identify and resolve systemic transfer-related issues at the plan level. - Provide assistance with other ongoing projects as needed, supporting the team and helping to ensure smooth operations. Qualifications - Bachelor’s degree - Excellent written and verbal communication skills and customer service skills - Ability to maintain confidential information - Superior organizational skills - Proficiency with MS Excel and MS Word - Flexibility, adaptability, and ability to multi-task - Clean background check - Strong project management and analytical skills with the ability to manage multiple large-scale plan migrations simultaneously Requirements - Base Salary $50,000-$65,000 - Hourly, non-exempt - Medical, dental, disability, and life insurance - Paid time off - 401(k) plan with employer match Work Location/Hours - Work from home - Must work from USA and be authorized to work for any US employer - We will supply all necessary computer equipment - 40-hour work week, Monday-Friday

• Deliver exceptional client service on a day-to-day basis, building and maintaining strong customer relationships • Serve as the primary point of contact for client consultations, ensuring solutions are delivered with courtesy, empathy, and professionalism • Recommend and deliver tailored solutions to customers, ensuring quality and timeliness of service • Ensure client retention by actively supporting Sales and Customer Success teams • Collaborate with internal stakeholders on client meetings, presentations, and strategic projects • Build trusted advisor relationships with key client stakeholders through regular engagement and proactive communication • Perform configuration changes to live ScholarOne Manuscripts sites with precision and attention to detail • Create and manage large-scale feature rollouts across multiple client sites • Oversee timely management of journal transfers, migrations, and closures • Develop custom solutions or workarounds for unique customer scenarios • Escalate and track priority cases through to completion with appropriate internal teams

• Handle new business administration • Drive process optimisation and automation • Support scheme renewals • Own policy event administration • Interact with customers as part of support function