Participant Service Center Representative – Inbound Call Center

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🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Definiti LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🤝 B2B

🏢 Enterprise

Finance • B2B • Enterprise

Definiti LLC is a company specialized in providing comprehensive retirement plan solutions and services aimed at employers and financial advisors. They offer a range of services including 401(k) plan management, cash balance plans, actuarial services, and compliant plan recordkeeping solutions. Definiti positions itself as an expert in simplifying the complexities associated with workplace retirement plans, ensuring compliance and delivering customized solutions that fit businesses of varying sizes. The company is keen on providing top-notch pension administration services and building financial security for employees.

📋 Description

• Providing outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans • Assisting with answering questions about account balances • Helping to make withdrawals, transfer funds, or find additional resources • Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members • Taking participant calls and providing accurate, satisfactory answers to their queries and concerns • De-escalating situations involving dissatisfied customers, offering patient assistance and support • Responding promptly to participants after thoroughly researching their questions • Collaborating with other call center professionals to improve customer service • Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers) • Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites) • Determining plan eligibility

🎯 Requirements

• Basic knowledge of retirement plan services and daily recordkeeping • Ability to stay calm when customers are stressed or upset • Experience working with customer support • Experience working with Microsoft Office applications • Time management focus, with attention to deadlines and timelines • A track record of consistently meeting and/or exceeding performance expectations • Positive attitude and dedication to our client’s needs • High school diploma or GED required • Associates degree preferred • Minimum 2 years customer service experience (financial services industry a plus) • Defined Benefit or Defined Contribution experience preferred • Bilingual - English/Spanish a plus

🏖️ Benefits

• A virtual-first work philosophy for most jobs • 401(k) with up to 4% match • Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue. • 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday • Paid Parental Leave • A variety of medical, dental and vision plan options including Definiti subsidized premiums • Company-paid life insurance and short-term disability insurance • Bonus plan eligibility