Customer Service Representative

BCforward; Pennington (NJ); On-site; USD 28,000 - 29,000; Full time

Benefits offered by this job

Major medical

HSA

Dental

Vision

Employer-provided group life

Voluntary life insurance

Short-term disability

Long-term disability

401k

Job summary

BCforward is seeking a Customer Service Representative (Level III) to join the RBC 401K Retirement and Benefits department as a contract role in New Jersey. The candidate will handle retirement plan customer service, financial transactions, and call center operations with a focus on accuracy and compliant guidance.

The role requires experience in retirement services and strong communication, analytical, and problem-solving skills. On-site training is required, with subsequent shifts in EST.

Qualifications

• Experience in retirement services, 401(k), pension, or related financial customer support.
• Strong analytical and problem-solving skills with attention to detail and accuracy.
• Excellent verbal and written communication abilities with a customer-focused approach.
• Ability to work on site during training in a virtual setting and adhere to attendance and punctuality expectations.

Responsibilities

• Support participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.
• Provide clear, compliant information on accounts, plan features, and transactions.
• Guide participants through online and phone-based transaction execution.
• Process financial transactions accurately and on time, ensuring error-free outcomes.
• Document interactions and follow established procedures, controls, and service-level commitments.
• Escalate complex cases appropriately and coordinate with internal teams to resolve issues.

Skills

Retirement services knowledge

Analytical skills

Communication skills

Attention to detail

Job description

Job Title: Customer Service Representative

Duration: 12 Months (Possibility of extension)

Anticipated Start Date: ASAP

(Please note this is the target date and is subject to change. BCforward will send the official notice ahead of the confirmed start date.)

Job Type: Contract

Pay Range: $20/hr - $21/hr

(Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).)

Work Schedule:

Training hours: Monday through Friday, 9:00 AM – 5:30 PM EST.

Post-training schedules will follow the option selected at offer, subject to business need. Possible shifts (EST): 9:00 AM – 5:30 PM, 9:30 AM – 6:00 PM, 10:00 AM – 6:30 PM, 10:30 AM – 7:00 PM.

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description:

We are seeking a Customer Service Representative (Level III) to join our dynamic team within the RBC 401K Retirement and Benefits department. The ideal candidate will have strong experience in retirement plan customer service, financial transaction processing, and call center operations and a proven ability to deliver accurate guidance, resolve participant inquiries, and process transactions with zero defects.

Responsibilities:

Support participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.

Provide clear, compliant information on accounts, plan features, and transactions.

Guide participants through online and phone-based transaction execution.

Process financial transactions accurately and on time, ensuring error-free outcomes.

Document interactions and follow established procedures, controls, and service-level commitments.

Escalate complex cases appropriately and coordinate with internal teams to resolve issues.

Required Skills & Qualifications:

Experience in retirement services, 401(k), pension, or related financial customer support.

Strong analytical and problem-solving skills with attention to detail and accuracy.

Excellent verbal and written communication abilities with a customer-focused approach.

Ability to work on site during training in a virtual setting and adhere to attendance and punctuality expectations.

Preferred Skills:

Prior experience in a high-volume call center supporting retirement or benefits plans.

Familiarity with financial services regulations and quality controls.

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.