Participant Support Rep

Job Description

Job Description

General Support Representative

We are seeking a detail-oriented and personable General Support Representative to provide exceptional customer service for our 401(k) participants. As a key part of our customer experience team, you will be responsible for handling inbound phone calls and responding to email inquiries from participants, addressing questions related to their accounts, investment options, and plan details. Your ability to clearly communicate complex financial information and problem-solve efficiently will be critical to providing a seamless experience for our users.

What You’ll Be Doing:

• Answer participant phone calls promptly, ensuring a positive and professional interaction.
• Respond to participant emails with accurate and helpful information, addressing account-related questions, investment queries, and plan-specific details.
• Provide guidance on the 401(k) enrollment process, plan features, and contribution options.
• Troubleshoot account access issues and resolve technical difficulties that participants may encounter.
• Escalate more complex inquiries to specialized departments when necessary, ensuring proper follow-up and resolution.
• Maintain up-to-date knowledge of the 401(k) platform, industry regulations, and company policies to provide accurate information to participants.
• Document and track customer interactions and resolutions in the support system for future reference.
• Contribute to continuous improvement efforts by identifying common customer pain points and suggesting process improvements.

What You Bring:

• Previous customer service experience is required; experience in a fintech or 401(k) industry is a plus.
• Strong communication skills, both verbal and written, with the ability to explain financial concepts in simple terms.
• Excellent problem-solving skills and attention to detail.
• Ability to manage multiple tasks efficiently and maintain a calm, professional demeanor under pressure.
• Proficiency with customer support software and standard office applications (e.g., Microsoft Office Suite, email platforms).
• Knowledge of 401(k) plans or retirement planning is helpful but not required—training will be provided.
• High level of empathy and a customer-first attitude.

Preferred Qualifications:

• Bilingual

Job Type: Full-time

Pay: Hourly

Location: Sandy, Utah

Why 401GO?

At 401GO, we’re not just changing retirement—we’re reinventing it. As a fast-growing fintech start-up, we’ve built the world’s most advanced, fully automated retirement platform to help hard-working Americans take control of their future. Here, innovation moves fast, ideas matter, and your work makes a real impact. You’ll enjoy a collaborative and supportive environment where great people do their best work together, backed by competitive compensation, excellent benefits, and plenty of opportunities for professional growth. If you’re ready to challenge the status quo and be part of something big, 401GO is the place to grow your career.

What We Offer

• A standout 401(k) plan (naturally!).
• Generous stock options—share in our growth and success.
• Flexible work environment—choose where you’re most productive.
• Excellent benefits, including medical, dental, and vision.
• Flexible hours—because great work doesn’t always happen 9–5.
• Plenty of PTO—we value work-life balance.
• A fully stocked kitchen when you’re in the office.

At 401GO, we invest in our people just as much as we invest in helping Americans secure their financial future.

We are proud to be an Equal Opportunity Employer. We support a working environment that provides qualified employees and applicants with equal employment opportunity on a non-discriminatory basis without regard to race, color, creed, age, religion, gender (including pregnancy, gender identification and/or gender nonconformity) sexual orientation, marital status, national origin, ancestry, ethnicity, genetic information, physical or mental disability, citizenship, past, current or prospective service in the uniformed services or any other basis prohibited by federal, state, or local law.

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