Service Delivery Specialist - CS

About the role

The Service Delivery Specialist plays a crucial part in Wespath's Customer Service department, focusing on providing personalized support to participants with substantial account balances. Wespath is a leading provider of retirement and welfare plans, serving over 100,000 active and retired clergy and lay employees of The United Methodist Church.

Responsibilities

• Service participants using first contact resolution for incoming calls and email inquiries utilizing multiple resources and systems.
• Conduct holistic, consultative, and educational discussions with participants based on their benefit eligibility and needs; educate participants with relevant information beyond their initial request.
• Proactively engage with participants by phone and/or video meetings multiple times a year to share information and maintain relationships, in partnership with the asset retention group at distribution and rollover points.
• Implement strategies to improve the overall service experience for the assigned participant group.
• Document participant interactions and key learnings to improve knowledge sharing and consistency in service delivery.
• Maintain a deep understanding of retirement, welfare, and health and wellness plan offerings, investment options, and related regulatory requirements as well as Wespath processes and tools.
• Leverage CRM and data management tools to track engagement, follow-up activity, and participant satisfaction.
• Track performance metrics and provide regular reports on outreach campaigns, participant satisfaction, and related outcomes.
• Provide input on participant engagement and asset retention campaigns; identify when supplemental materials may be needed for unique participant needs.
• Collaborate with management and Learning & Development staff to enhance participant support based on lessons learned.
• Identify and propose process improvements and service innovations that strengthen the participant experience.
• Partner with cross-functional teams to align service delivery with organizational goals and participant retention strategies.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Demonstrated experience effectively addressing customer needs, including escalation management and proactive follow-up.
• Experience in retirement planning, financial advising, or retirement benefits administration.
• Strong analytical and reporting skills with the ability to interpret participant data to drive outreach and satisfaction improvements.
• Flexible scheduling to accommodate participant availability outside standard business hours (Monday–Friday).

Benefits

• Medical, dental, vision and well-being benefits from our HealthFlex Exchange on day one!
• 8% employer contribution to retirement plan with an additional match up to 2% on day one!
• 22 days of PTO + 12 paid holidays in 2026
• Hybrid work environment (Office is located in Glenview, IL; will need to be in office on Tuesdays and Wednesdays and as otherwise needed.)
• Free financial planning assistance from EY
• Paid parental leave
• Tuition reimbursement and other development opportunities

Pay

The compensation range for this position is $80,000-$88,000 with a bonus opportunity and customary benefits. Final compensation will be based on the hired applicant’s qualifications (education, training and/or experience related to this role), and as such, may fall outside the range shown.

Schedule

This is a hybrid role, with the Office located in Glenview, IL; will need to be in office on Tuesdays and Wednesdays and as otherwise needed.