Defined Contribution Customer Solutions Specialist - Virtual
About The Position
The Defined Contribution Customer Solutions Specialist handles inbound calls and provides financial education to retirement plan participants. The role addresses complex questions about retirement plans, investments, payment options, and the effects of distributions, loans, investment choices, and plan rules. It focuses on qualified and non-qualified retirement benefits and includes transactional support, troubleshooting, researching issues, and guiding participants to appropriate tools and services. The position calls for a financial background, knowledge of Defined Contribution and/or Defined Benefit plans, and strong listening, communication, and problem-solving skills.
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, as well as customer service and/or financial services experience.
- Have 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 during seasonal high-volume periods.
- 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 objectively guide customers.
- Actively listen to understand customers' articulated and unarticulated needs.
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.
- Focus guidance on qualified and non-qualified retirement plan benefits.
Benefits
- Health coverage starting Day One
- Dental coverage starting Day One
- Vision coverage starting Day One
- Wellbeing programs
- Retirement plans with contribution matching
- Generous time off
- Parental leave
- Continuing education and training
- Career growth opportunities
- Competitive total rewards package
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
