Open Positions

Current opportunities to join our team:

Client Service Manager I, Retirement

Position Summary:

The Retirement Client Service Manager (CSM) serves as the overall account manager for small- to mid-size clients, covering client management of Retirement services for all of TRI-AD’s service offerings: Daily Valuation Qualified Defined Contribution Plans, Non-Qualified Plans, Periodic Valuation Plans, and Defined Benefit Plans. The CSM is responsible for day-to-day delivery of services to an assigned group of clients; this includes: relationship building, directing internal resources to resolve client issues, actively consulting with clients to adopt TRI-AD and industry best practices, developing and fostering long-term client relationships by providing high quality, proactive client service and support and efficiently addressing and resolving service issues as they occur. The CSM is also accountable for managing the scope of services for each client, negotiating out of scope requests, and acting as the project manager on all client projects (new client implementations, etc.)

Essential Duties and Responsibilities:

  • Act as the overall owner of day-to-day client relationships and administrative services
  • Support the client invoicing process by reviewing work-in-progress reports and Associate time/billing entry
  • Educate and train support staff on clients, benefit plans, systems, administrative procedures, relationship management, client negotiations, etc.
  • Identify and implement process improvements across the Retirement team to ensure consistent, efficient service delivery
  • Represent TRI-AD at client benefit fairs to educate participants on plan features and benefits
  • Escalate client issues to appropriate internal resources as needed
  • Develop a deep understanding of the underlying technologies, processes, and resources that support our services
  • Demonstrate the ability to use broad technical knowledge in working with clients to determine their needs and influence decisions and outcomes
  • Manage client technical issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives
  • Coordinate TRI-AD’s response to technical and compliance issues (e.g., legal aspects, testing, reporting, etc.)
  • Assist with system design and development by creating user requirements for system enhancements
  • Simultaneously manage numerous client relationships of varying services, scope, and size
  • Effectively manage both client satisfaction and overall client profitability
  • Manage client expectations by providing ongoing, proactive communication on projects, deliverables, issue resolution, and other substantive items
  • Plan and lead annual client service review meetings and other client and internal meetings
  • Ensure completion and documentation of all items on the client service schedule for each aligned client
  • Provide ongoing communication to clients on project status, deliverables, timing, issue resolution, expectations, etc.
  • Manage the creation of service agreements and negotiate renewals, plan documents, plan amendments, billing, receivables, and scope-of-service
  • Manage client expectations and set appropriate pricing for out-of-scope work to ensure ongoing profitability
  • Manage the annual calendar of plan events including compliance deadlines, operational deadlines, participant education and enrollment, plan audits, and other items as necessary
  • Manage the implementation of new clients and new services for existing clients onto TRI-AD’s administrative services platforms
  • Manage the creation and communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
  • Effectively lead new client implementations, including internal and third-party resources supporting the project
  • Implement and develop standardized work processes, tools and methodologies within the practice that improve quality and profitability while mitigating risk
  • Document and manage client change orders for new work processes or changes to existing processes
  • Ensure completion of tasks assigned to client contacts, such as data clean-up and file load discrepancy resolution
  • Ensure all client plan documentation and contact information is kept up-to-date in electronic document storage client management database
  • Assist clients with systems, plan design, and regulatory questions and issues
  • Educate and train clients on proper system usage, including leading system demos and webinars
  • Identify, design, and provide effective solutions to meet client needs
  • Have periodic calls/meetings with clients to better understand their business goals and benefits strategy
  • Identify, pursue, and close cross-sell opportunities to existing clients
  • Actively participate in new business development including finalist presentations, RFP support, and cultivation of referral sources
  • Ensure all personal work is completed on time with an extremely high level of accuracy
  • Adhere to standardized work processes, tools, and methodologies to improve quality and profitability
  • Track, update, and ensure resolution of all issues on client issues logs
  • Communicate performance guarantees and processing metrics to clients
  • Maintain an awareness of the volume and type of quality issues (e.g., work tickets) arising in order to more effectively and proactively consult with clients and internal resources to improve administration

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree preferred. Master’s degree a plus, but not required
  • 3 –5 years of Retirement Administration industry experience with an emphasis on direct client management
  • Retirement operational and compliance expertise a plus
  • Knowledge of benefits and HR systems and business processes
  • Proficiency with office technology, information systems, analysis and project management tools
  • Knowledge of retirement regulations, plan design, and industry best practices
  • Applicable professional certifications will be considered as additional pluses

Key Knowledge, Skills, Abilities and Competencies:

  • Strong interpersonal communication and relationship-building skills
  • Ability to plan and lead client meetings in a professional, consultative, and effective manner
  • Proficiency with MS office technology (Word, Excel, PowerPoint)
  • Experience with benefits and/or HR information systems and project management tools
  • Clear, concise, and accurate oral and written communication skills
  • Ability to multitask and work on several projects simultaneously while working under pressure to meet deadlines
  • Logical thinker with strong problem-solving abilities
  • Excellent planning and organizational skills
  • Problem solving and resolution skills: The CSM must be able to manage clients through issues by effectively managing internal resources to identify the root cause, resolution, client alternatives, etc.
  • Negotiation skills: The CSM must be able to manage client expectations, reset expectations when appropriate, manage profitability for out-of-scope work, etc.
  • Ability to use broad technical knowledge and industry expertise determine client needs and influence decisions and outcomes
  • Capable of working well with diverse groups and individuals and willingness to assist where needed
  • Ability to travel to client sites with occasional overnight stays
  • Physical demands include:
    • General office work with some travel to client sites (via ground and air transportation)
    • Travel (0-25%)
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
    • While performing the duties of this job, associate is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and to reach with hands and arms. Associate is frequently required to stand, talk and hear


Participant Services Research Associate I

Position Summary:

The Participant Services Research Associate I is a member of the Research Team, which reviews participant/internal issues via work orders created by the Participant Services Associates. Research Team Members are expected to be proficient in all of TRI-AD's practice areas, in order to assist the Participant Services Associates with participant inquiries. The Participant Services Research Associate I serves as back up for the Participant Services Associates when needed, while also providing support for the Participant Services Research Associate II.

Essential Duties and Responsibilities:

  • Review tickets created within the Participant Services Center, validate the data they contain, and provide the proper resolution or assign to the appropriate department for further review
  • Answer Associate questions and provide additional training when needed
  • Log errors made on tickets
  • Handle call escalations from Associates regarding policy and/or procedure
  • Respond to participants with resolutions to their inquiries/issues
  • An established portion of the workday will be dedicated to the resolution of tickets
  • Assist the PSRA II as needed with daily responsibilities
  • Identify and escalate issues that require additional research
  • Reinforce and support training in all practices
  • Assist with updating processes and procedures
  • Assist with any other activities as needed
  • Exceptional attendance is required to insure participant issues answered in a timely manner and work is distributed fairly amongst team members
  • Provide backup to the Participant Services Associates when back-up phone coverage is needed

Minimum Qualifications, Education and Experience:

  • High School Diploma or GED
  • Some college preferred, equivalent experience accepted
  • 1+ years of customer service experience analyzing and solving customer problems, OR 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
  • Minimum of 1+ years of experience administering employee benefit plans in one of the Health and Welfare areas: eligibility and enrollment, reimbursement plans (FSA, DCA, HRA, HSA, etc.), continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill)
  • Current certifications in Flexible Compensation or COBRA administration a plus

Key Knowledge, Skills, Abilities and Competencies:

  • Act as a role model to the team: Lead by setting a good example, ensuring behavior is consistent through your own communication and conduct, always using established departmental best practices
  • Ability to train: Provide ad hoc training to ensure all team members have the necessary knowledge to effectively provide the expected customer service standard
  • Provide coaching: Ask relevant questions, maintain a positive attitude, and listen to the Associates so that they may comprehend a given situation; provide the Associate an accurate solution via email, instant message or side-by-side engagement to ensure that the Associate is empowered with the proper resolution
  • Time management: Exercise conscious control over the amount of time spent on specific activities to increase effectiveness, efficiency and productivity
  • Research complex issues: Able to make quality decisions with little, to no guidance and execute effectively on those decisions. Solutions should reflect an understanding of all possible variables.
  • Provide Excellent Customer Service:
    • Patience – The ability to stay patient when the participant or aAsociate is confused and/or frustrated, taking the time to truly figure out the core issue
    • Attentiveness – A strong ability to use active listening skills with the customer is crucial for providing great service
    • Clear communication kkills – The ability to identify a problem quickly and clearly communicate to the participant or Associate with simplicity and nothing left to doubt
    • Positive attitude – Maintain a positive persona despite dealing with people who may be less positive
  • Effective delivery of varied communication styles: The ability to adapt your own style of communication to the varied communication styles of others to ensure effective resolutions
  • Multitasking and prioritizing: The ability to deal with more than one task at the same time and prioritize them effectively
  • Effective writing: The ability to craft a succinct response that addresses simple to complex inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing and grammar
  • Team player: The ability to willingly work in cooperation with others to help to create and foster an environment oriented to trust and cohesive team effort
  • Exemplify TRI-AD's core values:
    • Integrity, Service, Initiative, Positive Attitude, Accountability and Empowerment
  • Physical demands include:
    • General office work
    • Ability to sit at a computer terminal for an extended period of time
    • Use of hands repetitively to operate standard office equipment
    • Additional hours may be required during peak periods
    • While performing the duties of this job, the employee is regularly required to talk and hear; the employee frequently is required to stand, walk, use hands to finger, handle or feel; use hands and arms to reach


Participant Services Associate (Positions available in Phoenix, AZ and Escondido, CA)

Position Summary:

The Participant Services Associate effectively responds to incoming participant calls and emails and professionally assists participants using available resources and sound judgment.

Essential Duties and Responsibilities:

  • Respond to participant inquires via phone calls, emails and voicemails within standard service level agreements
    • Answer incoming call within 60 seconds
    • Emails received before 2pm must be answered the same day
    • Emails received after 2pm must be answered by 10am the following day
    • Voicemails received before 4pm must be responded to the same day
  • Comfortable navigating multiple internal software programs while troubleshooting participant issues
  • De-escalate calls using available resources
  • Identify and escalate issues that require additional research
    • Place the caller on hold while a ticket is entered to be submitted to the research team for investigation
  • Complete ongoing training to become well-versed in different plan areas
  • Backup other Participant Services team members
  • Assist with updating process and procedures
  • Assist with any other activity as needed
  • Act as a team player
  • Exceptional attendance is required to ensure participant calls are answered in a timely manner and work is distributed fairly amongst team members

Minimum Qualifications, Education and Experience:

  • High School Diploma or GED
  • Some college preferred, equivalent experience accepted
  • Current certifications in Flexible Compensation or COBRA administration a plus
  • 1+ years of customer service experience analyzing and solving customer problems, or 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
  • Experience administering employee benefit plans in one of the Health and Welfare areas: eligibility and enrollment, reimbursement plans (FSA, DCA, HRA, HSA etc.), continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill), or Online Benefits Enrollment systems a plus

Key Knowledge, Skills, Abilities and Competencies:

  • Provide excellent customer service:
    • Patience: The ability to stay patient when the participant is confused and frustrated, meanwhile taking the time to truly figure out what the caller wants
    • Attentiveness: The ability to really listen to customer is crucial for providing great customer service
    • Clear communication skills: the ability to get to the problem at hand quickly and clearly communicate to customers, keep it simple and leave nothing to doubt
    • Positive attitude: maintain a cheery persona in spite of dealing with people who may be unhappy
  • Effective delivery of varied communication styles: The ability to understand your own natural style of communication and adapt that style to varied communications styles of others to ensure effective communication
  • Multitasking: the ability to approach multiple tasks and clearly establish which task is more important, then immerse yourself in immediate task, while not forgetting about what remains to be done next
  • Effective writing: the ability to craft a succinct response that addresses simple to complex inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing and grammar
  • Team player: the ability to willingly work in cooperation with others. This means being accountable, as the team counts on each member to be at work everyday in order for work distributed fairly and to maximize customer service. This includes arriving to work on time and taking breaks and lunches on time to insure that no individual team member is being inundated with calls because another Associate did not take his/her break on time. Maintain an encouraging and optimistic attitude to avoid spreading negative energy. Maintaining an encouraging an encouraging an optimistic attitude is key to creating a collaborative thriving environment
  • Exemplify TRI-AD core values: integrity, service, initiative, positive attitude, accountability and empowerment
  • Physical demands include:
    • General office work
    • Ability to sit for long periods of time
    • Additional hours may be required during peak periods
    • This position requires the person to physically be in the office


Wendy, 21 Years
"The main reasons I have stayed with TRI-AD for 21 years are that I believe in TRI-AD's values and I appreciate the caring environment for the employees. I enjoy the Associates I work with and the relationships I've built, both while enduring the challenges and enjoying the successes together."

Christine, 12 Years
"I like working at TRI-AD because of the integrity I see in all levels of the company. The work environment is friendly and lends to the feeling of being part of a team. I LOVE my job!”

Steve Fritsche, 19 years
"I like working at TRI-AD because I am encouraged to use my creativity to find ways to delight our clients."