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 Description

Job Title: Participant Services Representative II

Job Status: Full Time, Non-Exempt (hourly)

Reports To: Manager, Participant Services Positions Supervised: none

Work Schedule:

• Call center is open Monday-Friday from 8a-8p ET, 7a-7p CT, 6a-6p MT.
• Mandatory – The first 2 weeks. Training is paid. Courses course 9:30a-6p ET, 8:30a-5p CT, 7:30a-4p MT
• Next you will shadow and do on the job training for 2 weeks from 9:30a-6p ET, 8:30a-5p CT, 7:30a-4p MT
• After that you will be ready to fly solo - 11:30a-8p ET, 10:30a-7p CT, 9:30a-6p MT
• After 4-6 months of good service, you have the opportunity to bid for other shifts.

What you will do:

The Participant Services Representative II position is an essential component of our Participant Services inbound communication 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.

Job Qualifications

What you have:

• 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, please ensure that you are able to meet these expectations before applying as adequate homework 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. Slavic401k 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.

#### Education

Required* High School or better

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.