Retirement Plan Service Associate

Hybrid work environment: 3 days per week in office (Memphis, TN or Southfield, MI).

Schedule

Initial working hours: 10:30 AM – 7:00 PM. Training hours: 8:30 AM – 5:00 PM for approximately three months. Mandatory overtime (1.5× hourly rate) is required November through April.

About the role

Provides high-quality support by assisting internal associates and Financial Advisors with escalated inquiries related to retirement plan accounts. Researches and resolves moderately complex issues, offers thoughtful and effective solutions, and recommends process improvements. Extensive contact with internal customers in a dynamic, client-focused environment.

Responsibilities

• Accurately diagnoses issues and provides client-driven solutions that meet IRS regulatory requirements.
• Interprets rules and regulations by applying retirement plan knowledge.
• Assists with various requests for information, referring more complex matters to colleagues.
• Answers telephone, email, or mail inquiries; handles basic requests and directs complex matters to colleagues.
• Carries out standard customer service activities and handles simple customer inquiries.
• Conducts data entry into company systems, reviews and verifies information for accuracy and accessibility.
• Maintains files and records.
• Organizes own work schedule each day in line with changing priorities.
• Follows mandatory procedures to ensure work is carried out to required quality standards and adheres to external regulatory codes and internal codes of conduct.
• Develops and maintains excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

• High school diploma (required).
• 13 months to 3 years of general work experience.
• Knowledge of retirement plans and legal documents.
• Organizational and time management skills to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem-solving and analytical skills to assess client issues and provide accurate resolutions.
• Proficiency in operating call center software applications and standard office equipment/software.
• Clear and effective verbal communication skills to express ideas, request actions, and formulate plans or policies.
• Ability to ensure positive customer interactions by leaving customers feeling understood, appreciated, and confident in the organization’s ability.
• Typically works under close supervision.

Benefits

Eligible for a benefits package that may include:

• Medical, dental, and vision insurance.
• Life, critical illness, and accident insurance.
• Disability benefits.
• Retirement savings plan.
• Paid time off (vacation, holidays, sick leave).
• Parental leave.

Total compensation includes base salary or wages, and may include additional compensation (cash or equity), discretionary bonuses, or commissions. Specific offerings may vary based on position and employment status.