ESOP Partners, LLC is a third party administration and consulting firm with the mission to provide a liquid business transition solution for owners of closely-held businesses to establish, maintain and sustain an employee stock ownership plan (ESOP) while maximizing the financial and many other benefits of being an ESOP company through the establishment of a strong employee ownership culture.

GENERAL JOB DESCRIPTION

This is an ESOP administration role with the primary responsibility for coordinating all admin production activities related to providing client administration services. Although this role will evolve into an ESOP Administrator position, initially this position will focus on the primary responsibility for coordinating all areas related to the coordination and scheduling of administration workflow. This role will also include the responsibility to ensure we are meeting production internal timing standards while managing client expectations and the timing of deliverables to the client.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Relationship Management

Manage the client relationship for a minimum of 2 strategic clients and 66 non-strategic clients
Manage timelines and work with clients to obtain files necessary for Administration and tracking timeline dates. Examples of both include: Annual Information Form, Census file, Trust Reports, set initial timing with the client, manage the client’s expectations of timing, manage internal timing standards, not over committing on timing expectations and keeping in line with ESOP Partners internal timing standards
Provide exceptional customer service to ESOP Partners internal and external clients, including the display of understanding when to call a client vs. email, understanding that client expectations may be different than you anticipate, getting all parties involved to be on the same page, and getting clarification on items that are being requested in writing, via email.
Deliver on multiple established ESOP Partners service levels, based on the type of client, for all correspondence. Examples include email responses within two hours for Strategic Clients and one for all other clients, as well as responding to all internal promptly
Schedule client meetings with a technical person, or other team members, as needed
Oversee the coordination of client mailings and other correspondence
Manage personal and team warnings via the ESOP Partners tracking system
Work on Standard Operating Procedure (SOP) updates and additions, to promote current and efficient processes
Attend client meetings, company meetings, and training sessions, as necessary or required
Represent ESOP Partners at industry conferences and events, as needed. Some events may include overnight travel
Grow professionally and personally through development opportunities, as needed
Other duties not outlined and assigned by the Client Services Manager or ESOP Partners Management

ESOP PARTNERS GUIDING PRINCIPLES

Ownership and Leadership –Act like an owner, think like a customer. Strive for and achieve excellence and accept full accountability for your business results.

Proactive Communications and Solutions –Ask probing questions to understand our clients’ needs and assertively communicate to deliver proactive solutions that exceed expectations.

Continuous Process Improvement –Use problem-solving skills and critical thinking to solve problems and continuously document process improvements.

Professional Skepticism –Maintain an open and questioning mind to seek independent first source documentation and maintain the highest quality standards.

Mental Strength–Demonstrate confidence and resilience to solve business problems and manage change respectfully and optimistically.

This position also requires a good working knowledge of computer software applications, up to and including Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Skype, and Adobe. Employees will be expected to learn ESOP Partners’ proprietary software: ESOP Revolution.

QUALIFICATIONS

Knowledge and Skills

Written Communication Skills

Oral Communication Skills/Public Speaking

Teamwork

Detail Oriented

Financial Acumen

Business Management

Professionalism

Problem Solving

Analytical Mindset

Time Management

Microsoft Suite (Excel, Word, PowerPoint)

Organization

Customer Service

Multi-Task

Education/Experience

Bachelor’s Degree preferred
2+ years related work experience: client, account or administrative management

Certifications/Licenses:

Valid Driver’s License.

Other Skill Sets:

Willingness to develop strong ESOP technical and analytical knowledge
Ability to work independently with minimal supervision while effectively managing a complex caseload
Capability to work in a fast-paced environment while meeting higher expectations during the ESOP Partners “busy season”, which includes meeting hours and response time requirements (will be provided a Busy Season Expectations SOP)
Self-starter and ability to work remotely from home, as needed
Supervisory experience not required, but a positive benefit for this position
ESOP Technical Knowledge, such as ERISA, Administration, and Consulting experience

EMPLOYEE ACKNOWLEDGEMENT

Intent and Function of Position Descriptions

This position description is intended to cover the most significant aspects of the position. There may be additional responsibilities assigned beyond those stated in this position description. The Company reserves the right to modify the role, responsibilities, requirements and position status as compliance regulations or business needs dictate.

Position descriptions assist the company in assuring the hiring process is administered fairly and qualified candidates are selected. They are essential to effective performance management and compensation systems.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the team member or others or which would impose an undue hardship on the Company. Position descriptions are not intended as and do not create employment contracts. The Company maintains its status as an at-will employer and employment separations can occur for any reason not prohibited by law.

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

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Employee Printed Name

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Employee Signature Date