Customer Service Representative

Job Title: Customer Service Representative (Level III)

Location: Fort Worth, TX / TX2-979-01-72

Duration: Contract - 12 months

Pay Range: $21/hr (W2)

Job Description

We are seeking a Customer Service Representative (Level III) to join our dynamic team within the Retirement and Benefits Contact Center supporting employer-sponsored 401(k), pension, and non-qualified deferred compensation plans. The ideal candidate will have strong experience in financial services customer support, transaction processing, and account inquiry resolution and a proven ability to deliver accurate guidance, execute error-free financial transactions, and provide clear information to plan participants.

Responsibilities:

Support participants with 401(k), pension, and deferred compensation account inquiries.

Guide participants through transactions and plan features with clear, compliant information.

Process financial transactions accurately and timely with attention to detail.

Adhere to service level, quality, and regulatory requirements in a contact center environment.

Required Skills & Qualifications:

Experience with retirement plans or financial account servicing.

Strong analytical and problem-solving skills with accuracy in transaction processing.

Clear verbal and written communication with professional customer focus.

Ability to work onsite in a virtual setting during training and comply with attendance standards.

Preferred Skills:

Prior contact center experience in retirement services.

Familiarity with ERISA-related processes and plan administration terminology.

Work Schedule & Training

Department: RBC 401K

Training Hours: Monday through Friday, 9:00 AM – 5:30 PM EST. Onsite in a virtual setting is required during training.

Post-Training Shifts (EST, subject to business need):

M–F, 2:00 PM – 10:30 PM

M–F, 2:30 PM – 11:00 PM

M–F, 3:30 PM – 12:00 AM

Expectations & Guidelines

BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.