ROLE SUMMARY

Our client is looking for an Account Support Representative who will assist small business owners who depend on 401(k) plan administration services. In this role, they will assist in getting the entire client base through their annual 5500 filing for their 401(k) Plan. They will assist with a high volume of inbound and outbound calls and emails from clients. This role will also assist with basic 401(k) Plan questions and needs, walk them through electronically signing their annual filing documents, and update them on what documents are still outstanding for their account. Lastly, this role will collaborate with account representatives, the document review team, and other individuals across the department, as needed.

WORK SCHEDULE: 7:00 AM – 4:00 PM Mountain Daylight Time (9:00 PM – 6:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

• Manage client communication and respond to their inquiries within a defined time frame
• Develop a basic understanding of 401(k) Plans and the 5500-filing process
• Walk clients through processes and systems to ensure successful completion of their annual filing
• Update client information in the customer relationship management system
• Upload investment management statements to proper accounts
• Review accounts quickly for outstanding documents and relay that information to clients
• Perform outbound reminder calls to clients regarding the return of information, filling their annual report, and outstanding amendments
• Exhibit passion for client service and ability to work with clients in an array of situations
• Send documents to clients using E-Signature software
• Contribute to department and team projects
• Upload documents to accounts
• Perform other duties as required

QUALIFICATIONS:

• Associate’s or bachelor’s degree in a related field (business, finance, etc.) preferred
• Basic knowledge of 401(K) plan structure, ROBS, and IRS/DOL regulations is preferred
• Prior phone experience focused on outbound dials (call center or cold calling)
• Excellent grasp of all Microsoft 365 applications
• Comfortable with using multiple computers and documents, including PDFs
• Experience with Salesforce is a plus
• Prior experience with de-escalating clients’ concerns
• Skills in customer service, organization, collaboration, and problem-solving
• Ability to have difficult conversations with clients while maintaining a professional demeanor
• Able to adapt easily to process and organizational changes
• Meticulous attention to detail and proactive approach to problem solving
• Excellent verbal and written communication skills
• Aptitude in data management, analytics, and reporting preparation
• Ability to function in an autonomous environment—independent worker, self-directed

Please refer to job description.