Part Time Customer Support Representative - Group Clients

We are seeking a Customer Support Representative to join our team. In this role, you will work directly with our existing corporate clients and their employees while also assisting with the onboarding of new corporate clients. You will report directly to our Practice Manager.

This position requires strong Microsoft Excel skills, as Excel will be used extensively in your day-to-day responsibilities. Because of the nature of our business, a federal background check is required.

This is a part-time position (20 hours per week) and offers an hourly wage plus an annual performance bonus based on the achievement of established metrics. Compensation will be commensurate with experience.

A performance review and potential merit increase will be conducted after your first 90 days of employment. Thereafter, performance reviews and potential merit increases will be conducted annually.

Responsibilities:

• Assist with gathering annual client datasets (payroll reports, company specific information, etc.)
• Prepare and input annual census data for employer-sponsored retirement plans
• Enter and maintain accurate client information within the firm's CRM system
• Gather and organize client’s new hire data to support timely enrollments and maintain up to date client information in our CRM system
• Assist with tracking employee eligibility for client’s retirement plan enrollment based on plan provisions and eligibility requirements
• Provide administrative support to retirement plan participants with enrollments, account updates, distributions/rollovers, and loan requests. This will include explaining processes, gathering/prefilling required forms and documentation, and coordinating with plan providers
• Assist corporate clients with submitting one-off and year end retirement plan contributions
• Assist with plan recordkeeper transfers and complete CRM system updates as a result of the plan transfer
• Pull reports, statements, and other data from recordkeeper websites
• Organize, label, and maintain electronic client documents within firm’s CRM system
• Schedule and coordinate meetings for the firm’s Financial Advisor(s) and Practice Manager
• Follow documented procedures, training manuals, and verbal instructions to complete assigned tasks
• Learn internal systems, software, and retirement plan administration processes
• Maintain confidentiality of sensitive client and financial information
• Assist with other office, administrative, and client service duties as assigned

Qualifications:

• Associate’s degree or bachelor’s degree; or a high school diploma (or GED equivalent) with at least one year of administrative experience
• Strong attention to detail and accuracy with excellent data entry and customer service skills
• Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint), with advanced working knowledge of Microsoft Excel required, including organizing, sorting, formatting, filtering, and using basic formulas to create and maintain spreadsheets from both small and large datasets
• Ability to learn and follow established systems, procedures, and workflows
• Comfortable reading and applying information from training manuals and written documentation
• Strong organizational and document management skills, including consistent work item and document labeling
• Ability to manage confidential client information with professionalism and discretion
• Strong time management skills with the ability to prioritize and manage multiple tasks simultaneously
• Self-motivated and able to work independently as well as collaboratively within a team
• Reliable, dependable, and punctual
• Strong problem-solving skills with the ability to exercise sound judgment and seek clarification when appropriate
• Comfortable performing repetitive, detail-oriented tasks while maintaining a high level of accuracy
• Ability to quickly learn and adapt to new software and technology
• Experience with CRM systems is preferred but not required
• Excellent written and verbal communication skills
• Positive, professional attitude with a commitment to teamwork and outstanding client service