About This Role
This role involves handling customer queries regarding their retirement benefits via phone and chat, demonstrating a solid understanding of various retirement plans and relevant regulations. The representative will assist participants with account maintenance, investment options, and plan enrollments, ensuring compliance with regulatory requirements.
Responsibilities
- Handle customer queries regarding their benefits via phone, taking 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 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 participants 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
Requirements
- Relevant retirement call center experience
- Minimum internet connectivity of 25MBPS+
- 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
Nice to have:
- Any Graduate
- Ability to be flexible and adapt to constantly changing priorities
- Proficiency in retirement plan record-keeping systems and Microsoft Office applications
