Customer Service Representative

Customer Service Onboarding Specialist ( Retirement) Location: Fully Remote (US) Schedule: Monday–Friday, 8:00 AM – 5:00 PM (occasional after-hours support as needed) About the Role We are seeking a highly organized and detail-oriented Retirement Plan Customer Service Onboarding Specialist to support our ROBS (Rollover as Business Start-Up) on-boarding process. This role plays a critical part in delivering a smooth and compliant on-boarding experience for our clients by coordinating communications, reviewing documentation, supporting stock issuance activities, and assisting with SBA lender requirements. This position is ideal for someone who thrives in a fast-paced environment, enjoys working directly with clients, and has a strong eye for accuracy and process management. Work Environment Requirements Fully remote position — candidates must maintain a secure, professional home office environment Must reside in one of the following states: AZ, CA, CO, FL, GA, IA, MD, MI, MN, NC, NY, NJ, OH, PA, SC, TX, UT, LA Key Responsibilities Client Communication & Documentation Manage outreach campaigns to collect on boarding documentation for capitalization and stock issuance Proactively follow up with clients via email, phone, and other channels Assist clients in completing on boarding forms accurately and efficiently Monitor workflows to ensure timely completion of on-boarding milestones Stock Issuance & Capitalization Perform detailed quality reviews of client documents and capitalization materials Calculate and record stock issuance transactions Review and verify stock entries for accuracy Support retirement plan and personal investment calculations Coordinate with third-party valuation providers for required appraisals Maintain reporting related to initial appraisals SBA Lender Support Prepare complete and accurate documentation packages for SBA lenders Respond to lender and internal team inquiries Ensure all materials meet quality and timing standards Data Management & Quality Assurance Maintain accurate client records across systems Organize and store documentation in designated repositories Identify and resolve discrepancies or missing information Review retirement plan documentation and coordinate corrections as needed General Responsibilities Manage multiple client files and deadlines simultaneously Exercise sound judgment when reviewing documentation Maintain confidentiality of sensitive client information Support ongoing projects and process improvements Required Skills & Experience Strong attention to detail and organizational skills Excellent written and verbal communication abilities Ability to manage multiple priorities in a fast-paced environment Client-focused mindset with strong customer service skills Experience reviewing documentation for completeness and accuracy Proficiency in Microsoft Office and business systems Strong critical thinking and problem-solving skills Ability to work independently and collaboratively High level of discretion when handling sensitive data Preferred Qualifications Associate’s or Bachelor’s degree in Business, Finance, Accounting, or related field (or equivalent experience) Experience in financial services, on-boarding, retirement plans, banking, or lending support Familiarity with ROBS structures, stock issuance, or SBA documentation Experience with CRM or document management systems What We Offer Competitive compensation Medical, dental, and vision coverage Generous PTO, paid holidays, and floating holidays Fully remote work environment Professional development opportunities A collaborative, supportive team that values your success