Defined Contribution Customer Solutions Specialist - Virtual

Alight•Virtual, IL

10d•$50,000 - $60,000•Remote

About The Position

The Defined Contribution Customer Solutions Specialist handles inbound calls from retirement plan participants and provides financial education about complex retirement-related questions, investment choices, and payment options. The role supports participants with both qualified and non-qualified retirement plan benefits, including guidance on plan distributions, loans, investment choices, and plan-specific rules. The specialist researches and troubleshoots issues, develops solutions, and processes participant transactions. Candidates should have a financial background, experience with Defined Contribution or Defined Benefit plans, and strong listening, communication, analytical, and problem-solving skills. The position is virtual, though occasional travel to a physical office may be required. Virtual interviews are conducted by video.

Requirements

Possess FINRA SIE Certification and be able to acquire FINRA Series 6 and Series 63 licenses within six months of hire.
Have Defined Contribution or Qualified Plan experience.
Have experience in customer service and/or financial services.
Demonstrate analytical problem-solving skills and the ability to troubleshoot basic technical problems.
Be detail-oriented, accurate, and personally accountable.
Be able to work in a high-pressure environment with seasonal high volume.
Use conceptual thinking to identify patterns, apply concepts, and clarify complex information.
Demonstrate sustained confidence and resilience during difficult interactions.
Ask relevant probing questions to assess customer needs and use data to persuade and influence customers objectively.
Actively listen to understand customers’ articulated and unarticulated needs.
Have work authorization in the employing country that does not now or in the future require visa sponsorship.

Responsibilities

Handle inbound calls and provide financial education.
Answer complex questions about investment and payment options available to plan participants.
Offer guidance on appropriate tools and services.
Provide information and guidance about the effects of plan distributions, loans, investment choices, and other specific plan rules.
Work independently to troubleshoot and research issues and develop solutions.
Process transactional support for plan participants.
Provide guidance concerning qualified and non-qualified retirement plan benefits.