Customer Service Specialist - Retirement Specialist

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Job Title:

Retirement Specialist (Customer Service)

Type of Hire:
Full-time

Location:

Remote

In this role, you will be responsible for talking to customer and helping them with queries related to retirement, benefits which typically includes the following responsibilities.

• Handling customer queries regarding their benefits via phone
  - Requires to take at least ~ 40 - 60 calls in a day.
• Demonstrate a solid understanding of various retirement plans such as 401(k), 403(b), 457, and stay updated on relevant regulations affecting the retirement business.
• Respond to participant inquiries via phone (Primally) and chat regarding their retirement plans, including plan details, investment options, contributions, distributions, and rollovers.
• Assist participants with account maintenance, beneficiary updates, and plan enrollments. Ensure all transactions comply with plan provisions and regulatory requirements.
• Provide participants with information on plan features, benefits, and investment options. Help them understand their statements and the impact of their investment choices.
• Identify and resolve participant issues in a timely and efficient manner. Escalate complex cases to senior team members or supervisors as necessary.
• Assist plan sponsors with the administration of their retirement plans, including tasks such as contribution calculation, non-standard trading, participant financial activity, and other complex record‑keeping functions.
• Ensure that retirement plans adhere to all regulatory requirements, including IRS regulations, ERISA guidelines, and plan documents.
• Address participant inquiries regarding contribution limits, eligibility requirements, and retirement planning resources.
• Assist with investment management activities, such as fund transfers, rebalancing, and implementing investment changes.
• Communicate with plan participants, and other stakeholders to address inquiries, resolve issues, and provide updates as needed.
• Maintain positive relationships with clients and ensure high levels of satisfaction with services provided.

Minimum Qualifications

• Relevant retirement call center experience.
• Minimum internet connectivity of 25
  
  MBPS+ and a quiet workspace free of distractions for call center Work from Home Role.
• Flexibility to work shifts assigned by business based on call center hours of business operation.
• Lead AI-first transformation
  - Build and scale AI solutions that redefine industries
• Make an impact
  - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career-gain hands-on experience, world-class training,…