Participant Service Center Representative - Inbound Call Center

The Participant Service Center Representative handles inbound/outbound calls, emails, and faxes for plan participants, answering questions about account balances, withdrawals, transfers, and resources while maintaining a professional, empathetic demeanor. Responsibilities include de-escalating dissatisfied customers, researching inquiries, and collaborating with call center teammates. Must be proficient with retirement plan systems (e.g., Relius Participant Website, Relius DB Utilities) and associated websites, understand plan eligibility, and deliver high-quality customer service. Remote-first environment requires a reliable home internet connection, ability to work with Microsoft Teams and SharePoint, and adherence to designated business hours in the local time zone. Bilingual (English/Spanish) is a plus. Education: high school diploma or GED required; an Associate degree is preferred. At least two years of customer service experience (financial services a plus) with a track record of meeting performance expectations.