Retirement & Wealth - Customer Service Representative / Call Center Agent (Remote) (General Consideration) (Finance)

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. 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.

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: 08/11/2025 (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 three months/90 days.

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

• Pacific Time: 6 a.m. to 2:30 p.m.
• Mountain Time: 7 a.m. to 3:30 p.m.
• Eastern Time: 9 a.m. to 5:30 p.m.

Regular Schedule/Shift: 10:30 a.m. ET to 7 p.m. CT (subject to change due to business needs)

• Pacific Time: 8:30 a.m. to 5 p.m.
• Mountain Time: 9:30 a.m. to 6 p.m.
• Eastern Time: 11:30 a.m. to 8 p.m.