Customer Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver customer support through phone and email communications.

• Monitor customer interactions within the ticketing system.

• Guide the development team regarding necessary system modifications and enhancements.

• Conduct testing on fixes and new features prior to their release.

• Develop written resources and webinars addressing new regulations, system features, or relevant concerns.

• Assist in software updates as legal requirements evolve.

• Evaluate software from a user’s perspective to ensure it aligns with customer needs.

• Suggest product improvements to enhance the overall customer experience.

⛳️ Requirements

• Over 3 years of experience in client services or software support specifically in the pension domain.

• Extensive understanding of qualified retirement plans, including compliance testing, contributions, distributions, and document management.

• Practical experience with retirement plan software platforms such as CalcAir, DATAIR, Relius, ASC, FT Williams, or similar systems.

• Familiarity with ticketing systems and performance monitoring tools.

• Proficient in utilizing automation to enhance customer interactions.

• Knowledgeable about ERISA and recent regulatory changes, including SECURE 2.0.

• Credentials from ASPPA (QKA) / NIPA or active pursuit of such credentials will be advantageous.

🏝️ Benefits

• Extensive total rewards package.

• Health and wellness benefits.

• Paid time off.

• Opportunities for learning and development.

• Additional employee programs that promote well-being and personal growth.

• Profit sharing bonus plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Basic life insurance.

• Short-term disability insurance.

• Long-term disability insurance.

• 401(k) plan participation with company matching contributions.

• At least 10 days of vacation for new hires.

• Sick leave in accordance with state regulations.

• 8 paid holidays per year.

• 2 personal holidays annually.