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Participant Service Representative

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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

Job ID:


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