The position is responsible for direct verbal and written communications with Automatic Rollover/Direct Rollover/Non-Retirement Accountholders, Plan Sponsors, Record-Keepers, and Third-Party Administrators in the Individual Investor Services Savers Department. This role requires the candidate to handle high call volume daily. The role also assumes the primary responsibility of interacting with all the necessary internal departments to resolve client requests or answer any inquiries related to their account activity and investments. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our clients and firm associates.

Handle a high volume of incoming and outgoing client phone calls
Respond to email, voicemail, and chat inquiries from clients
Understand and be able to articulate the account opening, distributions, and investment process to clients
Assist clients in ensuring that all required forms are fully completed
Handle troubleshooting inquiries in regards to Web and Online issues
Provides educated answers with regards to IRA’s, and IRS Codes
Maintain a professional approach to client service, consistent with protocol and service levels
Other duties as assigned

If offered the position, equipment will be provided, with the exception of ethernet cables and extension cords. Equipment that will be provided are: docking station (x1), headset (x1), keyboard (x1), laptop (x1), monitor (x2), and mouse (x1).

This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.

This position requires access to a cell phone and high-speed internet. A cell phone is needed to verify your identity via Microsoft Authenticator App to be able to log into our programs and systems. Internet speed requirements:

Upload Speed: >20 Mbps
Download Speed: >100 Mbps
Must be able to hardwire ethernet cable to internet modem/router.

Training Class/Start Date: 8/31/2026 (subject to change due to business needs)

Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position).
Training is approximately 7 weeks in total length. Attendance is mandatory for training. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.
- Training Duration:
  - Tier 1 Training – 3 weeks (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
  - Ter 1 Call Lab – 2 weeks (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)
  - Tier 2 Training – 1 week (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
  - Tier 2 Call Lab – 1 week (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)

Training Schedule/Shift: 8 a.m. CT to 4:30 p.m. CT (subject to change due to business needs)

Regular Schedule/Shift:

Your regular hours are Monday through Friday, 11:30 a.m. CT to 8:00 p.m. CT.
You will have one weekday off (for example, Wednesday), with Mondays excluded.
You will also work Saturdays, 8:30 a.m. CT to 5:00 p.m. CT.
Hours may change if business needs require it, and you’ll be notified in advance.

Qualifications

Education & Experience:

2+ years of experience in customer service
2+ years of call center experience
No degree required

Skills & Abilities:

Familiarity with retirement accounts and IRS rules and regulations (R&W) preferred
Familiarity with Salesforce/Service Cloud preferred
Bilingual language skills preferred
Energetic client service focused who is both accountable and reliable
Ability to learn and retain information while using a digital workflow to navigate the interaction and tools
Ability to connect with accountholders on a human level and assist them as needed with patience and empathy
Ability to work in a fast-paced, high-volume environment, taking up to 50 calls per day
Possesses strong written, keyboarding, and verbal communication skills
Ability to apply relationship building skills to internal and external clients
Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
Proactive approach to resolving issues.
Active Listening Skills
Detail-oriented, organized, and dependable
Possess a cheerful attitude and be able to perform well in a collaborative team environment

Other Requirements:

Ability to work overtime when needed
Prolonged periods of sitting at a desk and working on a computer

Call Center Specialist- R&W (Remote)

Key skills

About this role