What are the responsibilities and job description for the Participant Support Representative position at Daybright Financial?
Company Overview
Daybright Financial is one of the nation’s largest independent, privately held firms specializing in employee benefits, retirement plans, and all their associated compliance needs. Since 2008, we have grown by acquiring over 60 local and national firms that have been trusted members of their communities for decades. We hold the coveted “Best Places to Work - USA” certification and serve more than18,000 employer groups and 3.6 million plan participants nationally in the K-12, Corporate and Government markets.
For more information about Daybright Financial, please visit our website: www.daybright.com.
We are currently seeking a full-time Participant Support Representative to join our Public Sector Solutions Segment located in Rochester, NY within our OMNI & TSACG Compliance Services team.
On-site training is required for the first 3 months. Successful completion of training may result in hybrid work opportunities. We offer competitive pay, generous PTO, expansive benefits and much more!
Join a people-centered team who are focused on helping the public, non-profit and private sectors take care of both the health and financial wellness of their #1 resource – their people, enabling communities to be served and organizations to grow.
Job Description
The Participant Support Representative is a reliable professional responsible for answering incoming phone calls, making outbound calls, using company policies to solve customer issues, guiding callers through navigating the company website, and routing calls to the managerial team when necessary. The Representative must commit to customer satisfaction and the ability to provide detailed and accurate information.
Responsibilities
- Ability to take outbound and inbound calls while taking the appropriate action based on the clients’ needs.
- Educate clients on IRS guidelines, and compliance on 403b & 457b plans.
- Provide technical support and troubleshoot participant actions on the website, including filling out forms and uploading documents.
- Input data into system platforms and keep caller’s records updated. Must be able to keep system platforms up to date by inputting new clients’ information and tracking changes.
- Uphold customer satisfaction to the highest standards while maintaining the Center’s KPIs.
- Ability to audit and cross reference data as needed across the different platforms available
- Regularly attend department and company meetings and training sessions to stay updated on policies and procedures.
- Other duties as assigned.
Education and Experience
- High School Diploma or equivalent
- Prior experience in a call center or high-volume customer service environment.
- Experience in pension, retirement, and/or benefits administration a plus.
Additional Competencies
Language Skills
- Ability to read, write and communicate 403(b)/457(b) IRS guidelines, policies, and procedures to participants in a thorough, and easy to understand manner.
- Bilingual in Spanish, a plus.
Mathematical Skills
- Ability to understand and calculate mathematical concepts of addition, subtraction, multiplication, and division – especially confirming payroll deductions for the participant.
Work Environment
- Duties are performed in an office environment/hybrid with a call center atmosphere
- Typical work hours are 8:30 a.m. – 5:00 p.m., Monday through Friday. Later shifts are available with management approval.
- In this position, you may interact with plan participants, plan sponsors, financial advisors & administration through calls or emails, in addition to interactions with internal company staff at other locations such as Rochester, NY.