Job description

We are seeking a highly professional and client-focused Retirement Plan Client Services Representative to join our team. This role requires delivering exceptional white glove service to retirement plan participants while maintaining the utmost professionalism, discretion, and responsiveness in every interaction.

As a key liaison between the company and retirement plan participants, you will be responsible for answering inquiries, assisting with transactions, and guiding participants through plan features—all while ensuring a courteous and seamless experience.

Key Responsibilities

• Provide white glove-level service to all retirement plan participants, addressing inquiries with professionalism, empathy, and efficiency
• Build and maintain positive relationships with participants and internal team members
• Answer participant questions related to their retirement plan features and benefits
• Initiate and track participant distribution and loan requests, including eligibility calculations and documentation
• Assist participants with navigating the retirement plan website and online tools
• Provide account balance and vesting information to participants upon request
• Educate participants on topics such as rollovers, distributions, and general investment options (without offering financial advice)
• Update participant personal information as requested
• Process participant statements and document requests
• Manage complex or sensitive participant issues with tact and composure
• Consistently meet deadlines with minimal supervision
• Collaborate with colleagues in a cooperative, team-oriented environment
• Participate in special projects as needed

Qualifications

• 1–3 years of customer service experience (call center or retirement industry experience is a plus)
• Proven ability to provide outstanding, high-touch customer service
• Strong interpersonal and communication skills—both verbal and written
• Comfortable managing multi-line phone systems
• Ability to remain calm and solution-focused in challenging situations
• Excellent time management and organizational skills
• A proactive, professional demeanor and a collaborative team spirit
• Ability to work independently and as part of a team