Participant Service Representative

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.

Responsibilities:

• 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