Participant Services Agent (Fully Remote)

PCS Retirement; Pennsylvania; On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

401(k) match

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Job summary

PCS Retirement, a leading retirement solutions provider, is seeking an attentive call-center specialist to administer client accounts and support operations. Under limited supervision, you will handle routine tasks, resolve issues, and maintain accurate records while delivering exemplary service to internal and external customers.

You will work in a high-volume environment, following procedures and collaborating with management to improve productivity.

Qualifications

• General understanding of operations within a call center environment.
• Familiarity with industry rules and regulations for plan types.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office applications.
• Excellent communication and professional demeanor.

Responsibilities

• Administer establishment and maintenance of client accounts.
• Answer incoming calls regarding client accounts and compliance questions.
• Review and maintain plan agreement information.
• Maintain accurate records and notes within regulatory timeframes.
• Provide guidance on required operational processes and policies.
• Support management to improve department productivity.
• Maintain weekly departmental statistics and reports.
• Perform general clerical tasks (faxing, copying, filing).
• Assist other areas when volume is high or staffing is low.

Skills

Communication skills

Time management

Problem solving

Teamwork

Attention to detail

Stress tolerance

Data entry

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Access

Job description

Company Overview

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict‑free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data‑driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non‑Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts.

Description

At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success.

To learn more, visit https://www.pcsretirement.com/

Job Summary

Under limited supervision in a high‑volume call center, uses detailed knowledge and skills obtained through on‑the‑job training to administer the establishment and maintenance of new and existing client accounts. Also, facilitates problem resolution, document processing, and operations support. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non‑routine tasks with limited decision‑making responsibility. Provides excellent customer service, professionalism and efficient support to internal and external customers.

Job Responsibilities

• Review, update, maintain and service accounts by enforcing the documentation of client/plan accounts to meet industry policies and regulations.
• Answer all incoming calls into the operational center regarding client account and compliance questions related to the account/plan type.
• Scrutinize basic information contained in all types of plan agreements.
• Maintain accurate records/notes to ensure all plan requests are completed within regulated time allotment.
• Provide support and direction regarding required operational processes, policies and timeframes.
• Assist management in identifying procedures and policies that are outdated or ineffective.
• Assist management to improve department productivity through participation in unit meetings, ongoing training and self‑development.
• Maintain and file weekly statistical reports for the department.
• Perform general clerical activities, including faxing, copying and filing.
• Assist other areas of the department with various functions when volume is high and/or staffing levels are low.
• Perform other duties and responsibilities as assigned.

Requirements

• General understanding of all job functions within Operations.
• General understanding of various industry rules and regulations that must be followed for all plan/product types.
• Organizational and time management skills to prioritize workflow and ensure duties and projects are completed by deadlines.
• Reasoning and problem‑solving skills to research and resolve general problems.
• Operating standard office equipment and using required software applications, including Microsoft Office applications (Word, Excel, Power Point, Outlook and Access) sufficient to create documents, spreadsheets, and business correspondence.
• Communication skills and professional demeanor to interact with all levels of management, other employees and counterparts at other companies.
• Work independently and in a team environment as well as cooperate with supervisor.
• Work well under stress created by time deadlines, workflow volume changes, and telephone/associate inquiries.
• Learn and understand the various legal documents required by various companies in order to process client requests.
• Learn and apply new information, skills, and processes, quickly including the various regulations, back office systems and imaging system.
• Read and interpret financial statements.
• Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast‑paced work environment with frequent interruptions and changing priorities.
• Perform accurate data entry, 10 key by touch, and type at least 30 words per minute.
• Provide a high level of customer service.
• Reliable internet connection; candidate must have in‑home Wi‑Fi to support the duties required to carry out the job.

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and an expectation that family care is in place during business hours. There is also an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, a stronger connection is required. Please ensure that you are able to meet these expectations before applying.

Compensation Information

The average salary for this position is expected to be $20 per hour; however, base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, and experience. Other rewards and benefits may include 401(k) match, medical, dental, vision, life insurance, short‑ and long‑term disability, paid‑time‑off, etc. For more information, please visit pcsretirement.com/careers.

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.