Participant Services Representative II

**While this position is fully remote, we are only registered and can proceed with qualified candidates who reside and will work in one of the following states: AL, AZ, FL, GA, IL, MI, MS, NJ, NC, OH, OK, TN, TX. No exceptions, No relocation assistance is available.** **Must be eligible to work in the US without employment sponsorship.** **Direct Hire only, no third\-party agency applications, please.** **Job Description** **Job Title:** Participant Services Representative II **Job Status:** Full Time, Non\-Exempt (hourly) **Reports To:** Manager, Participant Services **Positions Supervised:** none **Work Schedule:** * Call center is open Monday\-Friday from **8a\-8p ET, 7a\-7p CT, 6a\-6p MT.** * Mandatory – The first 2 weeks. Training is paid. Courses course 9:30a\-6p ET, 8:30a\-5p CT, 7:30a\-4p MT * Next you will shadow and do on the job training for 2 weeks from 9:30a\-6p ET, 8:30a\-5p CT, 7:30a\-4p MT * After that you will be ready to fly solo \- 11:30a\-8p ET, 10:30a\-7p CT, 9:30a\-6p MT * After 4\-6 months of good service, you have the opportunity to bid for other shifts. **What you will do:** The Participant Services Representative II position is an essential component of our Participant Services inbound communication team, serving as the first point of contact for 401(k) plan participants, payroll providers, stand\-alone plans, and employers. This role is responsible for delivering exceptional service through phone, email, and chat interactions and will demonstrate a strong understanding of retirement plans and a passion for helping customers navigate their 401(k) accounts. **Essential Functions** * Respond to inbound inquiries across multiple channels regarding 401(k) plan details, investment options, transactions, and account access. * Deliver accurate and timely information while ensuring a high level of customer satisfaction and first\-contact resolution. * Guide participants through online account registration, navigation, and troubleshooting login issues. * Educate participants on their plans, investment options, distributions, loans, and rollovers. * Utilize CRM systems such as Salesforce and Relius to document interactions and resolve participant issues efficiently. * Apply training knowledge to independently resolve participant concerns and escalate complex issues when necessary. * Meet or exceed performance metrics including quality, handle time, and customer satisfaction scores. **Job Qualifications** **What you have:** * Strong verbal and written communication skills with a customer\-first mindset. * Ability to adapt to changing procedures and technologies in a fast\-paced environment. * Demonstrated problem\-solving skills and attention to detail. * Proficiency in Microsoft Office and web\-based applications. * Commitment to continuous improvement and delivering high\-quality service. * Understanding of retirement plan concepts is preferred. **Experience** * 1\+ years of cu