Participant Services Representative II

While this position is fully remote, we are only registered and can proceed with qualified candidates who reside and will work in one of the following states: AL, 

AZ, FL, GA, IL, MI, MS, NJ, NC, OH, OK, TN, TX. No exceptions, No relocation assistance is available. 

Must be eligible to work in the US without employment sponsorship. 

Direct Hire only, no third-party agency applications, please. 

Job Title: Participant Services Representative II

Department: Participant Services FLSA Status: Non-Exempt Job Status: FT

Reports To: Manager, Participant Services Positions Supervised: N/A

Work Schedule: Will fall between hours of operation (8-8 EST) Monday - Friday

Position Summary:

The Participant Services Representative II is a key member of our Customer Service team, serving as the first point of contact for 401(k) plan participants, payroll providers, stand-alone plans, and employers. This role is responsible for delivering exceptional service through phone, email, and chat interactions and will demonstrate a strong understanding of retirement plans and a passion for helping customers navigate their 401(k) accounts.

Essential Functions:

• Respond to inbound inquiries across multiple channels regarding 401(k) plan details, investment options, transactions, and account access.
• Deliver accurate and timely information while ensuring a high level of customer satisfaction and first-contact resolution.
• Guide participants through online account registration, navigation, and troubleshooting login issues.
• Educate participants on their plans, investment options, distributions, loans, and rollovers.
• Utilize CRM systems such as Salesforce and Relius to document interactions and resolve participant issues efficiently.
• Apply training knowledge to independently resolve participant concerns and escalate complex issues when necessary.
• Meet or exceed performance metrics including quality, handle time, and customer satisfaction scores.

Skills & Abilities

• Strong verbal and written communication skills with a customer-first mindset.
• Ability to adapt to changing procedures and technologies in a fast-paced environment.
• Demonstrated problem-solving skills and attention to detail.
• Proficiency in Microsoft Office and web-based applications.
• Commitment to continuous improvement and delivering high-quality service.
• Understanding of retirement plan concepts is preferred.

Experience

• 1+ years of customer service experience, preferably in financial services or retirement plans.
• Retirement plan experience a plus.

Education:

• High school diploma or GED required; additional education in finance or business is a plus

Work Environment:

• Extended sitting and computer work
• For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace. Additionally, there is an internet work speed requirement of 100 MBps or better. If you are unsure of your internet speed, please check with your service provider.

• Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying as adequate home work environment and the required internet connection is a non-negotiable requirement of remote employment.

What's in it for you Offer Package: This role will have a base pay range of $20.00 hourly. Please know, this is the base range only and does not consider other components that make up the total rewards package for this role. This position is eligible for an annual performance bonus.

Other perks in the total rewards package are:

• Flexible work environment

• Participation in Personal Annual Performance Bonus incentive program

• Medical, Dental, Vision, and Life Insurance

• 75% employer coverage of Medical Premiums

• Retirement Savings - 401 (k) plan with generous company match, vested after 2 years

• Tuition Reimbursement up to $5,250/year

• Generous Paid Time Off upon hire - plus quarterly Work/Life Balance days and paid holidays

• Paid Parental Leave

• Voluntary Pet Insurance, LifeLock and More!

• 24/7 no-cost Employee Assistance Program (EAP)

Slavic401k is an Equal Opportunity Employer 
Slavic 401k is an equal opportunity employer with a commitment of inclusion for all qualified candidates. Slavic401 k strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.