Participant Services Agent; EST - Tampa; Hybrid

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PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict‑free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data‑driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non‑Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts.

Under limited supervision in a high‑volume call center, uses detailed knowledge and skills obtained through on‑the‑job training to administer the establishment and maintenance of new and existing client accounts. Also facilitates problem resolution, document processing, and operations support. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non‑routine tasks with limited decision‑making responsibility.

Provides excellent customer service, professionalism, and efficient support to internal and external customers.

11:30am–8pm EST

• Review, update, maintain and service accounts by enforcing the documentation of client/plan accounts to meet industry policies and regulations.
• Answer all incoming calls into the operational center regarding client account and compliance questions related to the account/plan type.
• Scrutinize basic information contained in all types of plan agreements.
• Maintain accurate records/notes to ensure all plan requests are completed within regulated time allotment.
• Provide support and direction regarding required operational processes, policies and time frames.
• Assist management in identifying procedures and policies that are outdated or ineffective.
• Assist management to improve department productivity through participation in unit meetings, ongoing training and self‑development.
• Maintain and file weekly statistical reports for the department.
• Perform general clerical activities, including faxing, copying and filing.
• Assist other areas of the department with various functions when volume is high and/or staffing levels are low.
• Perform other duties and responsibilities as assigned.

• Bilingual in English and Spanish (written and verbal communication).
• General understanding of all job functions within Operations.
• General understanding of various industry rules and regulations that must be followed for all plan/product types.
• Organizational and time management skills to prioritize workflow and ensure duties and projects are completed by deadlines.
• Reasoning and problem‑solving skills to research and resolve general problems.
• Operating standard office equipment and using required software applications, including Microsoft Office applications (Word, Excel, Power Point, Outlook and Access) sufficient to create documents, spreadsheets, and business correspondence.
• Communication skills and professional demeanor to interact with all levels of management, other employees and counterparts at other companies.
• Work independently and in a team environment as well as cooperate with supervisor.
• Work well under stress created by time deadlines, workflow volume changes, and telephone/associate inquiries.
• Learn and understand the various legal documents required by various companies in order to process client requests.
• Learn and apply new information, skills, and processes, quickly including the various regulations, back office systems and imaging system.
• Read and interpret financial statements.
• Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast‑paced work environment with frequent interruptions and changing priorities.
• Perform accurate data entry, 10 key by touch, and type at least 30 words per minute.
• Provide a high level of…