Customer Service Associate
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Job Description
Customer Service Associate handling U.S. retirement-plan payment inquiries for iShare, a boutique IT consulting firm. Processing distributions, tax forms, reconciliations, and client requests remotely.
Responsibilities:
- Respond to client inquiries regarding retirement plan payments, including periodic and non-periodic payments
- Assist clients with payment options, including lump sum distributions, death benefits, rollovers, and loan withdrawals
- Reprint tax forms and verify current record information
- Send change request forms to participants as requested
- Provide excellent customer service while adhering to required call-handling techniques
- Work under supervision for routine tasks and with general guidance for special assignments
- Collaborate with various departments to ensure accurate and timely processing of requests
Requirements:
- Strong ability to communicate effectively with clients and provide high-quality customer service
- Familiarity with retirement plan payments, lump sum distributions, death benefits, rollovers, and loan withdrawals
- Familiarity with banking products, payment systems, and financial transactions (checking, debit cards, ACH, bill payments)
- Excellent customer service skills with the ability to manage multiple types of inquiries
- Ability to follow structured processes and maintain high accuracy levels
- Strong verbal communication skills and professional telephone etiquette
- Ability to work under supervision and follow established guidelines
- Experience in financial services or call center operations is a plus
- Ability to work assigned 8-hour shifts in a 24/7 operation
Benefits:
- Fully remote work arrangement
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