Participant Service Center Representative – Inbound Call Center

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Delivering exceptional customer service while managing incoming and outgoing phone calls, emails, and faxes for participants of assigned Definiti retirement plans.

• Assisting with inquiries regarding account balances.

• Facilitating withdrawals, fund transfers, or locating additional resources.

• Maintaining a consistently positive, empathetic, and professional demeanor towards participants, clients, and fellow team members.

• Handling participant calls and providing accurate, satisfactory responses to their queries and concerns.

• De-escalating situations with dissatisfied customers by offering patient assistance and support.

• Responding promptly to participants after conducting thorough research on their questions.

• Collaborating with other call center professionals to enhance customer service.

• Proficiently managing participant phone calls related to assigned retirement plans (e.g., Daily RK Plans, DB Plans, DC Plans with external recordkeepers).

• Skilled in using assigned systems and websites (e.g., Relius Participant Website, Relius DB Utilities, external recordkeeper websites).

• Assessing plan eligibility.

⛳️ Requirements

• Fundamental knowledge of retirement plan services and daily recordkeeping.

• Ability to remain composed when customers are stressed or upset.

• Experience in customer support roles.

• Proficiency with Microsoft Office applications.

• Strong focus on time management, with a keen attention to deadlines and timelines.

• Proven record of consistently meeting and/or exceeding performance expectations.

• A positive attitude and commitment to addressing our client’s needs.

• High school diploma or GED is required.

• Associate's degree is preferred.

• Minimum of 2 years of customer service experience (experience in the financial services industry is a plus).

• Preference for candidates with Defined Benefit or Defined Contribution experience.

• Bilingual capabilities in English and Spanish are a plus.

🏝️ Benefits

• A virtual-first work philosophy for most roles.

• 401(k) plan with up to a 4% match.

• Flexible PTO that allows you to take the necessary time for wellness, vacations, and personal matters. We cultivate a trusting environment where employees are responsible for managing their workloads. Time off does not accrue.

• 12 paid holidays, 2 paid floating holidays, and your birthday celebrated as a holiday.

• Paid Parental Leave.

• A range of medical, dental, and vision plan options, including Definiti-subsidized premiums.

• Company-paid life insurance and short-term disability insurance.

• Eligibility for a bonus plan.