Job Overview
Our client is seeking Retirement Services Operational Support Representatives to join its Retirement Services Operational Support Team within Client Services & Support. This team provides specialized support for retirement products and services, helping clients navigate retirement account questions, transactions, and regulatory requirements.
This role is ideal for individuals who enjoy helping others, solving complex problems, and educating clients on retirement-related topics. Representatives serve as trusted resources for clients while delivering exceptional service and building long-term client loyalty.
Responsibilities
- Handle a high volume of inbound client interactions related to retirement accounts and retirement plan services
- Assist clients with questions regarding Traditional IRAs, Roth IRAs, Inherited IRAs, Educational Savings Accounts, SEP plans, SIMPLE plans, Individual 401(k)s, and other qualified retirement plans
- Process retirement-related transactions, including distributions, Roth conversions, and tax withholding changes
- Explain retirement account rules, IRS regulations, and plan requirements in a clear and understandable manner
- Research and resolve complex client issues while ensuring an outstanding client experience
- Utilize multiple systems and applications to access account information, document interactions, and complete transactions
- Collaborate with internal teams to resolve escalated client concerns and operational issues
- Maintain compliance with company policies, industry regulations, and service standards
- Contribute to a positive team environment focused on client service, collaboration, and continuous improvement
Qualifications
- Previous customer service or call center experience required
- Financial services, banking, retirement services, or investment industry experience strongly preferred
- Strong technical proficiency with Microsoft Office, Outlook, Teams, Excel, and multiple internal systems
- Ability to navigate and explain complex retirement and regulatory topics to clients
- Strong de-escalation and conflict resolution skills
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Pay: $17.00 - $20.00 per hour
Work Location: In person
