Customer Service Representative Ii

Job Description

Job Description

Do you love interacting with others, making connections, and helping people? Then you’re an excellent fit for the customer service representative position at our company! You’ll be responsible for responding to customer inquiries, mitigating service problems, and providing an exemplary customer experience.

This is not a call-center position; it is a professional service role requiring sound judgment, stellar attention to detail, quick critical thinking, and a high degree of self-driven excellence within a fast-paced environment. If this posting sounds like a job you’ll love, we highly encourage you to apply.

This position is eligible for up to $5,000 KPI-based incentive in addition to the Base Pay Compensation.

$65,000 - $75,000 yearly

The CSR is responsible for providing an exceptional client experience while ensuring all account activity, onboarding, maintenance, and service requests are completed accurately, efficiently, and in accordance with firm policies and retirement industry regulations.

Client Support & Communication

The CSR is expected to provide timely, professional, and accurate communication to clients, financial advisors, and internal departments.

Responsibilities

• Respond promptly to inbound phone calls, emails, and internal requests
• Respond to all client communications within one business day
• Provide accurate information regarding retirement accounts, service processes, timelines, and documentation requirements
• Return missed calls and emails promptly
• Explain complex financial and retirement-related processes in a way that is easy for clients to understand
• Ensure all communication is documented within the CRM system
• Set proper expectations regarding turnaround times and next steps
• Maintain a polished, professional demeanor in all interactions
• Demonstrate professionalism, empathy, patience, and confidence in every interaction
• Maintain consistent follow-up until the client's request or concern is fully resolved

Advisor Support & Client Onboarding

The CSR partners closely with financial advisors to ensure a seamless and efficient onboarding process for new clients.

Responsibilities

• Assist advisors with reviewing and processing new account paperwork and onboarding documentation
• New account paperwork reviewed for completeness before submission
• Communicate onboarding status updates to both clients and advisors
• Missing items identified and communicated within 24 hours
• Coordinate collection of required signatures, forms, and supporting documents
• Onboarding tasks are monitored daily until complete
• Monitor onboarding progress and proactively follow up on missing or outstanding items
• Advisors receive proactive updates rather than needing to request status
• Ensure all new accounts are established accurately and within expected service timelines

Account Maintenance & Transaction Processing

The CSR is responsible for processing a wide range of client service requests accurately and efficiently.

Responsibilities

• Process account maintenance: address changes, beneficiary changes, banking updates, name changes, and RMD elections
• All work completed the first time accurately whenever possible
• Process retirement account activity: transfers, rollovers, contributions, and distributions
• Time-sensitive requests are prioritized appropriately
• Review all paperwork for completeness and accuracy before submission
• No request remains idle without documented follow-up; 72-hour minimum follow-ups required
• Track and follow up on all pending items through completion
• All completed work is fully documented within the CRM

Issue Resolution & Ownership

The CSR is expected to take ownership of client concerns and service issues from beginning to end.

Responsibilities

• Investigate complex, sensitive, or escalated client issues
• CSR acts as the primary point of contact for all assigned issues
• Research account history, documentation, and prior communication as needed
• Clients and advisors are never left without status updates
• Coordinate with custodians, carriers, advisors, and internal departments to resolve issues
• All escalations include clear documentation of the issue, actions taken, and next steps
• Maintain ownership of all assigned requests until final resolution is achieved
• Escalate issues appropriately when necessary while continuing to oversee the resolution process

Systems, Documentation & Compliance

Because this role supports retirement accounts and sensitive client information, strict adherence to procedures and compliance standards is required.

Responsibilities

• Utilize CRM systems, custodial platforms, and internal software to research and process requests
• Every interaction and completed task is documented in the CRM with valid client authentication
• Authenticate client identity before discussing or processing account information
• Documentation thorough enough that any team member can immediately understand the status of the case
• Protect confidential client information at all times and cannot share any client information with outside parties except approved vendors
• No client request may be closed without complete documentation
• Maintain detailed, timely, and accurate notes within the CRM
• Identify and escalate any unusual activity, discrepancies, or compliance concerns

• Experience in customer service, preferably within the finance industry
• Ability to communicate complex information clearly and concisely to clients
• Proven track record of maintaining professionalism and empathy in all client interactions
• Strong attention to detail with the ability to manage multiple tasks and priorities
• Familiarity with CRM systems and the ability to document interactions accurately
• Ability to work independently and take ownership of client issues until resolution
• Experience in processing financial transactions and account maintenance tasks accurately and efficiently

At Big Money Retirement, we don’t just help people retire— we lead them through one of the most pivotal transitions of their lives. Retirement isn’t just about finances; it’s about stepping confidently into a future filled with possibility. That’s why we see ourselves as more than financial advisors—we are trusted guides, strategic partners, and bold leaders who help clients navigate retirement with clarity and assurance. We don’t sugarcoat the truth or rely on cookie-cutter solutions. Instead, we bring authenticity, expertise, and a deep commitment to ensuring clients are equipped to make the right decisions for their future.