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About the role
Key responsibilities & impact- Answer participant questions and explain applicable pension plan provisions and available options
- Research inquiries, complete transactions, and guide participants through required forms and processes
- Handle inbound telephone calls, occasional outbound calls, and callbacks
- Document participant interactions accurately in the case management system
- Complete callbacks promptly and escalate issues when appropriate
- Follow client-specific procedures and meet quality, accuracy, and timeliness standards
- Protect confidential participant information and comply with company, client, privacy, and security requirements
- Complete approximately 7–8 weeks of virtual training covering systems, processes, and client-specific requirements
Requirements
What you’ll need- Strong verbal and written communication skills
- Excellent listening skills and attention to detail
- Ability to explain information clearly and professionally
- Basic computer skills and ability to learn new systems and client-specific procedures
- Strong organizational and time-management skills
- Ability to work independently in a remote environment and adapt to multiple client requirements
- Professional, patient approach to participant service
- Reliable attendance and ability to meet established performance expectations
- Pass an internet speed test with download speeds of at least 25 Mbps, upload speeds of at least 5 Mbps, and ping of 175 ms or less
- Ability to connect to a modem/router using an Ethernet cable
- Applicants must reside in an eligible US state; applicants residing in AK, AZ, CA, CT, CO, HI, IL, MA, MD, ME, MO, MT, NE, NJ, NY, RI, OR, VT, WA, or the listed metro areas should not apply