Retirement Wealth - Call Center Agent (Remote)

divh2Client Service Representative/h2pThe position is responsible for direct verbal and written communications with Automatic Rollover/Direct Rollover/Non-Retirement Accountholders, Plan Sponsors, Record-Keepers, and Third-Party Administrators in the Individual Investor Services Savers Department. This role requires the candidate to handle high call volume daily. The role also assumes the primary responsibility of interacting with all the necessary internal departments to resolve client requests or answer any inquiries related to their account activity and investments. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our clients and firm associates./pulliHandle a high volume of incoming and outgoing client phone calls./liliRespond to email, voicemail, and chat inquiries from clients./liliUnderstand and be able to articulate the account opening, distributions, and investment process to clients./liliAssist clients in ensuring that all required forms are fully completed./liliHandle troubleshooting inquiries in regards to Web and Online issues./liliProvides educated answers with regards to IRAs, and IRS Codes./liliMaintain a professional approach to client service, consistent with protocol and service levels./liliOther duties as assigned./li/ulpIf offered the position, equipment will be provided. Equipment that will be provided are: docking station (x1), headset (x1), keyboard (x1), laptop (x1), monitor (x2), and mouse (x1)./ppThis position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift./ppInternet speed requirements:/pulliUpload Speed: 20 Mbps/liliDownload Speed: 100 Mbps/liliMust be able to hardwire ethernet cable to internet modem/router./li/ulpTraining Class/Start Date: 6/29/2026 (subject to change due to business needs)/pulliAttendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position)./liliTraining is approximately 7 weeks in total length. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position./liliTraining Duration: Tier 1 Training: 3 weeks, Tier 1 call Lab 2 weeks, Tier 2 Training 1 week, Tier 2 Call Lab 1 Week/li/ulpTraining Schedule/Shift: 8 a.m. CT to 4:30 p.m. CT (subject to change due to business needs)/ppRegular Schedule/Shift:/pulliYour regular hours are Monday through Friday, 11:30 a.m. 8:00 p.m. CT./liliYou will have one weekday off (for example, Wednesday), with Mondays excluded./liliYou will also work Saturdays, 8:30 a.m. 5:00 p.m. CT./liliHours may change if business needs require it, and youll be notified in advance./li/ulpEducation Experience:/pulli2+ years of experience in customer service/lili2+ years of call center experience/liliNo degree required/li/ulpSkills Abilities:/pulliFamiliarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (HB) preferred OR Familiarity with retirement accounts and IRS rules and regulations (RW) preferred/liliFamiliarity with Salesforce/Service Cloud preferred/liliBilingual language skills preferred/liliEnergetic client service focused who is both accountable and reliable/liliAbility to learn and retain information while using a digital workflow to navigate the interaction and tools/liliAbility to connect with accountholders on a human level and assist them as needed with patience and empathy/liliAbility to work in a fast-paced, high-volume environment, taking up to 50 calls per day/liliPossesses strong written, keyboarding, and verbal communication skills/liliAbility to apply relationship building skills to internal and external clients/liliStrong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products/liliStrong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder./liliProactive approach to resolving issues./liliActive Listening Skills/liliDetail-oriented, organized, and dependable/liliPossess a cheerful attitude and be able to perform well in a collaborative team environment/li/ulpOther Requirements:/pulliAbility to work overtime when needed/liliProlonged periods of sitting at a desk and working on a computer/li/ul/div