Director, TRS Helpline

Job Description:

Director, TRS Helpline

The Role

The TRS Director will lead a team of Compliance Analysts overseeing high-volume client service channels including phone, chat and service requests who guide our defined contribution clients through various governmental requirements like nondiscrimination testing, Form 5500/8955-SSA filings and calculating employer contributions across various market segments. Our ideal candidate will lead and assist associates in delivering outstanding client service and expertise to 401(k) plan sponsors and internal colleagues like the Managing Director, CSA, and CSM.

The Expertise and Skills You Bring:

• Call Center and Operations management

• Leadership and mentoring experience

• Knowledge of 401(k) plans and the various rules and regulations surrounding plan administration

• Bachelor's degree or equivalent experience

• Experience identifying process improvements and working with the team and partners to implement ideas

• Ownership and advocacy for issue resolution and problem solving.

Note: Fidelity is not providing immigration sponsorship for this position

The Team

The TRS Compliance Analysts on this team lead clients through complex regulatory endeavors and serve as the primary point of contact for our plan sponsors as they navigate through the requirements to maintain a qualified retirement plan. They assist clients primarily through inbound client phone calls, chats and also XTRAC/service requests for support. You will help the associates solve problems and coordinate with internal business partners to deliver on our client's expectations.

Certifications:

Category:

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.