Self Service Implementation Specialist – Freelance

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

📋 Description

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

• Deliver prompt, precise, and high-quality answers to inquiries from Self Service clients.

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

• Oversee multiple onboarding initiatives, pinpoint blockers, risks, or confusion, and escalate issues when necessary.

• Provide insights on timelines, required actions, and subsequent steps to achieve onboarding milestones.

• Liaise with internal and external stakeholders regarding onboarding expectations, available resources, and updates to processes.

• Assist with basic plan design queries and onboarding education to help clients grasp tools, workflows, and requirements.

⛳️ Requirements

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

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

• Excellent communication skills with the capability to deliver clear and concise guidance under time-sensitive conditions.

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

• Demonstrated capacity for swiftly learning new systems and concepts and applying them 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 large-scale onboarding or support models.

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

• Helpful / Preferred: General understanding of ERISA and retirement plan compliance principles.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Engaging and inclusive company culture.