Defined Contribution Customer Solutions Specialist - Virtual

Overview

This role handles inbound calls and provides financial education on complex retirement-related questions for plan participants. Responsibilities cover both qualified and non-qualified retirement plan benefits, including education on investment and payment options.

Responsibilities

• Handle inbound calls and provide financial education to plan participants.
• Answer complex questions related to investment and payment options.
• Provide guidance on appropriate tools and services.
• Explain information and guidance on 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.

Requirements

• Possess FINRA SIE Certification and be able to acquire FINRA Series 6 License and 63 License within 6 months of hire.
• Demonstrate Defined Contribution or Qualified Plan experience.
• Experience in customer service and/or financial services.
• Analytical skills for problem-solving, including ability to troubleshoot basic technical problems.
• Detail-oriented with a high degree of accuracy and personal accountability.
• Ability to work in a high-pressure environment with high volume during seasonality.
• Utilize conceptual thinking to identify patterns, apply concepts, and clarify complex information.
• Demonstrate sustained confidence and resilience during difficult interactions.
• Ability to ask relevant probing questions to assess customer needs.
• Use data to persuade and influence customers to objectively guide them.
• Demonstrate active listening to understand both articulated and unarticulated needs.

Preferred Qualifications

• Defined Contribution and/or Defined Benefit knowledge (essential).

Compensation & Benefits

• Salary pay range:
  • Minimum: 50,000.00 USD
  • Maximum: 60,000.00 USD
• Benefits include health, dental and vision coverages starting Day One.
• Wellbeing programs.
• Retirement plans with contribution matching.
• Generous time off.
• Parental leave.
• Continuing education.
• Career growth opportunities.
• Continuing education and training.

Location

• Virtual interviews are required and must be conducted on video.
• Occasional travel to one of the organization’s physical office locations may be required.

Hiring Process & Background Checks

If offered, employment is contingent upon undergoing and successfully completing a background check consistent with employment policies. Background checks may include some or all of the following based on the nature of the position:

• SSN/SIN validation
• Education verification
• Employment verification
• Criminal check
• Search against global sanctions and government watch lists
• Credit check
• Drug test
  You will be notified during the hiring process which checks are required by the position.

Authorization to Work

Applicants for employment in the country in which they are applying must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country.

Additional Information

• Management may assign or reassign duties and responsibilities of this job to other entities, including but not limited to subsidiaries, partners, or purchasers of business units.
• Reasonable accommodations will be provided for the hiring process for persons with disabilities.
• Equal Employment Opportunity: does not discriminate on protected characteristics under federal, state, or local law and provides reasonable accommodations for otherwise qualified employees and applicants with disabilities and sincerely held religious beliefs, practices, and observances, unless doing so would result in undue hardship.