Job Description

• 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