Participant Service Center Representative (PSC Representative)

Description

Why work at Definiti? If you consider yourself a problem solver and appreciate working autonomously, a career at Definiti may be perfect for you. You’ll be able to directly contribute to the security and success of meaningful retirements for thousands while helping build a growing company. Most positions are fully remote, which provides work-life balance while working with, and for, your colleagues and clients. Definiti not only invests in the tools and retirement service technology to help you be successful in your role, but also supports your professional growth with training and certifications. 

Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what’s possible and what’s next for their retirement plans. 

Purpose of position

The Participant Service Center Representative (PSC Representative) provides outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans. The PSC Representative assists with answering questions about account balances, helps to make withdrawals, transfer funds, or find additional resources.

Primary Duties and Responsibilities

• Maintaining a positive, empathetic, and professional attitude towards participants and clients      always and fellow team members
• Take participant calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Respond promptly to participants after thoroughly researching their questions
• Collaborate with other call center professionals to improve customer service
• Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers)
• Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites)Collection and review of annual census data and employer questionnaire 
• Census imports and data checks 
• Determining plan eligibility 
• Determining Highly Compensated Employee (HCE) and Key Employee status 

Requirements

COMPETENCIES REQUIRED

• Basic knowledge of retirement plan services and daily recordkeeping
• Ability to stay calm when customers are stressed or upset
• Experience working with customer support
• Experience working with Microsoft Office applications
• Time management focus, with attention to deadlines and timelines
• A track record of consistently meeting and/or exceeding performance expectations
• Positive attitude and dedication to our client’s needs

EDUCATION AND QUALIFICATIONS

• High school diploma or GED required
• Associates degree preferred
• Minimum 2 years customer service experience (financial services industry a plus)
• Defined Benefit or Defined Contribution experience preferred

REMOTE WORKING REQUIREMENTS

As a remote-first company, we have compiled expectations for a successful remote work environment:

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Designate a quiet, and well-lit space with a fast internet connection for your workspace, free of as many distractions as possible
• Be online and available during designated business hours in local time zone
• Accustomed to using Microsoft Teams or virtual-meeting applications to work with colleagues regularly on video and use the chat feature for quick communications
• Accustomed to file-storage and file-sharing tools such as Microsoft SharePoint and Citrix ShareFile

BENEFITS

Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

• A virtual-first work philosophy
• 401(k) with up to 4% match
• Generous paid time off starting with four weeks, in addition to 9 paid holidays and 2 paid floating holidays
• Paid Parental Leave
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility