Defined Contribution Customer Solutions Specialist - Virtual

Overview

This role involves handling inbound calls and providing financial education on complex retirement-related questions, including investment and payment options for plan participants. Guidance covers both qualified and non-qualified retirement plan benefits.

Responsibilities

• Handle inbound calls and provide financial education
• Answer complex questions regarding investment and payment options available to plan participants
• Provide guidance on appropriate tools and services
• Explain and advise 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 and/or Defined Benefit plan experience, including Defined Contribution or Qualified Plan experience
• Experience in customer service, and/or financial services
• Analytical skills for problem solving and ability to troubleshoot basic technical problems
• Detail oriented with a high degree of accuracy and personal accountability
• Able to work in a high pressure environment with seasonality and 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
• Use data to persuade and influence customers to objectively guide them
• Demonstrate active listening to understand both articulated and unarticulated needs

Preferred Qualifications

• Knowledge of Defined Contribution and/or Defined Benefit plans

Compensation & Benefits

• Salary pay range:
  • Minimum: 50,000.00 USD
  • Maximum: 60,000.00 USD
• Total rewards package including 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

Location

Virtual role with required video interviews. May require occasional travel to a physical office location.

Application & Hiring Process

• Background check required if offered, consistent with employment policies. Background checks may include some or all of: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.
• Applicants will be notified during the hiring process which checks are required by the position.

Authorization to Work

Applicants 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 and with the employer.

Equal Opportunity / Accommodations

• Equal Employment Opportunity employer; does not discriminate based on protected characteristics under applicable law.
• Reasonable accommodations will be provided for persons with disabilities during the hiring process.

Additional Notes

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of the role to other entities, including but not limited to subsidiaries, partners, or purchasers of business units.