Job Description

Job Title: Retirement Services Representative

Location: Remote (USA)

Duration: 6 Months + Possibility to Extend and/or Convert to FTE

Pay Rate: $20.50 - $23/HR (W2 Only)

Job/Role Description:

• This role provides client service and administrative support for the operation and administration of our client's defined contribution retirement plans and related payroll services.
• This position will handle inbound payroll calls for the client's retirement plan clients and provide resolution to payroll file complications and other service issues.
• This position will provide service and administrative support to the client's largest and most complex defined contribution plan clients and respond to client requests for information.
• This position ensures high quality service delivery through accurate transaction processing, responsiveness to client needs, and strict adherence to company and client standards and compliance requirements.
• Receive inbound payroll calls and assist clients by resolving payroll file complications and administrative or service problems.
• Process transactions to complete plan valuations such as contributions, loans, withdrawals, and earnings allocations.
• Perform and analyze tests required for defined contribution plans, including discrimination testing and plan design issues.
• Request and interpret data, present results to clients, and make recovery recommendations.
• Reconcile trust accounting and recordkeeping systems on a plan level through daily balancing, adjustment analysis, preparing reconciliation reports, and analysis by transaction type.
• Coordinate omnibus fund purchases and sales with third-party fund companies.
• Format and produce client reports, including valuation reports, participant statements, investment performance reports, and necessary tax and compliance forms.
• Participate in client meetings and conference calls while maintaining trustee relationships.
• Discuss plan design issues, trust reconciliation issues, payroll consultation, and other services with clients.
• Work expected 8am–5pm Eastern Time hours and manage both inbound call volume (approximately 10–25 calls per day) and an outbound call queue.
• Accurately log and document all client interactions and transactions in the appropriate systems.

Required Qualifications

• Call center or phone-based customer service experience required
• Retirement plan or defined contribution plan experience preferred
• Basic accounting knowledge required
• Experience providing service and administrative support to complex defined contribution plan clients preferred
• Strong customer service orientation with excellent interpersonal, written, and oral communication skills
• Proven analytical and problem-solving abilities with keen attention to detail
• Ability to prioritize and execute tasks in a high-pressure environment while managing call volumes and administrative workload
• Highly self-motivated and directed with strong organizational skills
• Experience working in a team-oriented, collaborative environment
• Ability to work effectively and maintain productivity in a remote environment