Client Service Representative (Retirement Plans)
W2 Contract 6+ Months
Remote, USA
$17.50/hr + Benefits (Weekly Pay)
We are looking for a Client Service Representative to support clients using our Document Compliance Services. In this role, you'll help clients with questions about their retirement plan documents and assist with the creation, completion, and delivery of qualified plan document packages.
This role is especially well suited for someone with a background in customer service, account management, financial services, benefits, retirement services, or another detail-oriented client support environment who is ready to continue building their knowledge and skills.
What You'll Do
- Respond to internal and external client questions by phone and written communication within established timelines.
- Help clients understand their plan documents and guide them through document compliance processes and procedures.
- Support the creation, fulfillment, and delivery of qualified retirement plan document packages.
- Take ownership of client questions and issues, following them through until they are fully resolved and the outcome has been communicated to the client.
- Make outbound calls to gather missing information or clarify what a client needs.
- Work with other teams and employees to research and resolve client issues.
- Document verbal and written client communications accurately in the appropriate systems.
- Manage multiple client requests, priorities, and deadlines in a fast-paced environment.
- Review information carefully to identify discrepancies, missing details, or questionable procedures and recommend solutions when appropriate.
- Follow established audit, privacy, and security procedures to protect confidential client information and prevent unauthorized access or disclosure.
- Maintain the accuracy and quality standards required by the department, including call quality and other client service metrics.
- Educate clients on document compliance processes and help them understand next steps.
- Recognize potential opportunities for additional services and communicate those opportunities to the DCS Manager and/or Sales Representatives.
What We're Looking For
- A two-year degree or equivalent work experience.
- Previous customer service and account management experience.
- Comfortable working with computers and Microsoft Office applications.
- Strong attention to detail and a commitment to accuracy.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Strong verbal and written communication skills with the ability to communicate effectively with clients and employees.
- A problem-solving mindset and willingness to research issues and follow through until they're resolved.
- Comfortable working within established processes and procedures, particularly when handling confidential information.
- Willingness to learn about qualified retirement plans and document compliance.
- Ability to work additional or extended hours when business needs require it.
TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.