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Participant Service Representative


WA - Seattle

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General Description: The Participant Service Rep acts as the primary resource for answering retirement plan participant questions regarding their account, assist with submitting automated transactions, and process non-automated requests.



  • Answer telephone calls as received, return voicemail messages within 2-4 hours, and respond to emailed questions within 24 hours
  • Research and resolve participant account issues utilizing internal resources and/or contacting vendors
  • Provide instructions to participants regarding retirement plan rules and requirements, completing forms and using the available technology (web site and automated phone access)
  • Unlock, and assign access codes to new enrollees and maintaining automation routines
  • Process all types of distributions, and updating data on record keeping system (SRT) within department stated timeframes
  • Process loan re-amortization and deemed distributions on SRT
  • Log/track inquires to Call Center
  • Complete all requests in a timely manner as stipulated in SSAE-16
  • Archive back-up documentation for all completed requests
  • Maintain data sources and records per department practices
  • Review and submit instructions to custodian for issuing account distributions/disbursements.
  • Recommend and participate in upgrades and enhancements to technology, including scheduling, testing, etc.
  • Generate and distribute of annual tax forms for participants of select clients
  • Complete enrollment kit requests for existing clients

Knowledge, Skills and Abilities:

  • High level of computer literacy including working knowledge of Window, Excel, Word and Access, prior use of Schwab Retirement Technologies (SRT) preferred
  • Excellent oral and written communications skills
  • Prior customer service experience Bilingual preferred
  • Understanding of daily valuations, daily processing and mutual funds
  • Positive attitude, cooperative team player, adaptable to new or changing circumstances

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.

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Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval.
Resumes submitted or candidates referred to USI Insurance Services by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of USI Insurance Services. The Company will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.

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