Self Service Implementation Specialist – Freelance
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Job Description
Self-Service Implementation Specialist guiding retirement plan sponsors through client-platform onboarding. Providing responsive support, clarifying requirements, and unblocking high-volume implementation workflows.
Responsibilities:
- Support Self Service Plan Sponsors as they onboard to the client’s platform
- Provide timely, accurate, and high-quality responses to Self Service client inquiries
- Guide clients through onboarding by providing clarification, direction, and timely support
- Monitor multiple onboarding efforts, identify blockers, risks, or confusion, and escalate when appropriate
- Provide guidance on timelines, required actions, and next steps to help clients complete onboarding milestones
- Communicate with internal and external stakeholders about onboarding expectations, resources, and process updates
- Support basic plan design questions and onboarding education, helping clients understand tools, workflows, and requirements
Requirements:
- Experience in client support, project coordination, or cross-functional collaboration roles
- Demonstrated ability to deliver prompt, reliable service in a pooled, high-volume support environment
- Strong communication skills with the ability to provide clear, concise guidance under time-sensitive conditions
- Experience using operational and workflow tools such as Jira, Salesforce, and Google Workspace; ability to follow and reinforce standardized processes
- Demonstrated aptitude for learning new systems and concepts quickly and applying them in client service scenarios
- Willingness to learn retirement plan fundamentals, onboarding workflows, and Self Service plan requirements
- Helpful / Preferred: Experience supporting Self Service, tech-enabled, or scaled onboarding or support models
- Helpful / Preferred: Exposure to retirement plans (401(k)/403(b)), plan administration, or plan conversions
- Helpful / Preferred: General knowledge of ERISA and retirement plan compliance concepts
- Helpful / Preferred: Experience with compliance or recordkeeping systems
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