Self Service Implementation Specialist – Freelance

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

📋 Description

• Assist Self Service Plan Sponsors during their onboarding process to the client’s platform.

• Deliver prompt, accurate, and high-quality responses to inquiries from Self Service clients.

• Guide clients through the onboarding journey by offering clarification, direction, and timely assistance.

• Oversee multiple onboarding initiatives, identifying any blockers, risks, or areas of confusion, and escalate as needed.

• Provide clients with guidance on timelines, necessary actions, and next steps to facilitate the completion of onboarding milestones.

• Communicate with both internal and external stakeholders regarding onboarding expectations, available resources, and updates on processes.

• Assist with basic plan design inquiries and onboarding education, enabling clients to understand tools, workflows, and requirements.

⛳️ Requirements

• Proven experience in client support, project coordination, or roles that involve cross-functional collaboration.

• Established ability to provide timely, dependable service in a pooled, high-volume support environment.

• Excellent communication skills, capable of delivering clear and concise guidance under time-sensitive conditions.

• Familiarity with operational and workflow tools such as Jira, Salesforce, and Google Workspace; adept at following and reinforcing standardized processes.

• Demonstrated ability to quickly learn new systems and concepts and apply them effectively in client service situations.

• Eagerness to learn about retirement plan fundamentals, onboarding workflows, and Self Service plan requirements.

• Helpful / Preferred: Experience in supporting Self Service, tech-enabled, or scaled onboarding and support models.

• Helpful / Preferred: Exposure to retirement plans (401(k)/403(b)), plan administration, or plan conversions.

• Helpful / Preferred: General understanding of ERISA and compliance concepts related to retirement plans.

• Helpful / Preferred: Experience with compliance or recordkeeping systems.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Competitive compensation package with performance incentives.