Retirement & Wealth - Call Center Agent (Remote)

Job Title

The 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.

Responsibilities

• Handle a high volume of incoming and outgoing client phone calls
• Respond to email, voicemail, and chat inquiries from clients
• Understand and be able to articulate the account opening, distributions, and investment process to clients
• Assist clients in ensuring that all required forms are fully completed
• Handle troubleshooting inquiries in regards to Web and Online issues
• Provides educated answers with regards to IRA's, and IRS Codes
• Maintain a professional approach to client service, consistent with protocol and service levels
• Other duties as assigned

Equipment Provided

If 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).

Work Environment

This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.

Internet Speed Requirements

• Upload Speed: >20 Mbps
• Download Speed: >100 Mbps
• Must be able to hardwire ethernet cable to internet modem/router.

Training Details

Training Class/Start Date: 8/31/2026 (subject to change due to business needs)

• Attendance 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).
• Training 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.
• Training Duration:
• Tier 1 Training – 3 weeks (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 1 Call Lab – 2 weeks (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)
• Tier 2 Training – 1 week (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 2 Call Lab – 1 week (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)

Training Schedule/Shift

Training Schedule/Shift: 8 a.m. CT to 4:30 p.m. CT (subject to change due to business needs)

Regular Schedule/Shift

• Your regular hours are Monday through Friday, 11:30 a.m. – 8:00 p.m. CT.
• You will have one weekday off (for example, Wednesday), with Mondays excluded.
• You will also work Saturdays, 8:30 a.m. – 5:00 p.m. CT.
• Hours may change if business needs require it, and you'll be notified in advance.

Education & Experience

• 2+ years of experience in customer service
• 2+ years of call center experience
• No degree required

Skills & Abilities

• Familiarity with retirement accounts and IRS rules and regulations (R&W) preferred
• Familiarity with Salesforce/Service Cloud preferred
• Bilingual language skills preferred
• Energetic client service focused who is both accountable and reliable
• Ability to learn and retain information while using a digital workflow to navigate the interaction and tools
• Ability to connect with accountholders on a human level and assist them as needed with patience and empathy
• Ability to work in a fast-paced, high-volume environment, taking up to 50 calls per day
• Possesses strong written, keyboarding, and verbal communication skills
• Ability to apply relationship building skills to internal and external clients
• Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
• Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
• Proactive approach to resolving issues.
• Active Listening Skills
• Detail-oriented, organized, and dependable
• Possess a cheerful attitude and be able to perform well in a collaborative team environment

Other Requirements

• Ability to work overtime when needed
• Prolonged periods of sitting at a desk and working on a computer