Customer Service
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Job Description
Customer Service professional supporting retirement-plan software users for CalcAir. Handling customer issues, system testing, regulatory updates, and development-team enhancements.
Responsibilities:
- Provide customer support via phone and email
- Track customer contacts in the ticketing system
- Provide direction to the development team on required system changes and enhancements
- Test fixes and new features before release
- Create written materials and webinars for new regulations, system features, or areas of concern
- Contribute to software updates as required laws change
- Test software from a user perspective to ensure it meets customer needs
- Identify product enhancements to improve the customer experience
Requirements:
- 3+ years of experience in client services or software support in the pension space
- Deep knowledge of qualified retirement plans, including compliance testing, contributions, distributions, and document maintenance
- Hands-on experience with retirement plan software platforms such as CalcAir, DATAIR, Relius, ASC, FT Williams, or similar
- Experience with ticketing systems and performance tracking tools
- Comfortable exploring uses of automation to enhance customer experience
- Familiarity with ERISA and recent regulatory changes, including SECURE 2.0
- Credentials from ASPPA (QKA) / NIPA or active progress toward one will be helpful
Benefits:
- Comprehensive total rewards package
- Health and wellness benefits
- Paid time off
- Learning and development opportunities
- Other employee programs supporting well-being and growth
- Profit sharing bonus plan
- Medical insurance
- Dental insurance
- Vision insurance
- Basic life insurance
- Short-term disability insurance
- Long-term disability insurance
- 401(k) participation with company match
- Minimum of 10 days of vacation for new employees
- Sick time based on state requirements
- 8 company-paid holidays per year
- 2 personal holidays per year
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