What are the responsibilities and job description for the Customer Care Representative position at IRALOGIX,Inc?
Company: IRALOGIX, Inc. Position: Customer Care Representative
Location: Pittsburgh, PA/Sandy UT Job Type: Full-Time/Exempt
Industry: Retirement Services/FinTech Software Travel: 0%-5%
IRALOGIX is a high-growth, institutional technology platform, focused on providing uniquely capable solutions to IRA providers, 401(k) record keepers, retirement-focused Advisors, Mutual Fund investment providers, and banks, interested in growing their IRA capabilities, revenue, and market share. Through proprietary, ground-up technology, we are changing the landscape and are empowering client companies to provide broader access to the best retirement services possible, while significantly lowering administration costs, increasing efficiency, profitability, and competitiveness, far beyond industry expectations.
Role
As a CUSTOMER CARE REPRESENTATIVE, you will serve as a trusted support contact for customers across the wealth management and retirement services spectrum. This role requires not only strong communication skills and a customer-first mindset but also an understanding of IRA account operations, wealth management processes, and recordkeeping within the retirement services industry. You will work directly with customers—helping resolve account-related inquiries, supporting compliance-driven recordkeeping tasks, and ensuring customers experience accurate, efficient, and professional service.
High-quality Customer Care Representatives are passionate about helping clients navigate retirement solutions, building long-lasting relationships, and delivering exceptional service while having fun along the way. You will collaborate closely with operations, compliance, and technical teams to provide seamless wealth management support.
Responsibilities
The essential responsibilities and duties for this position include, but are not limited to, the following:
- Provide service and technical support to retirement investment customers, including guidance on IRA account activity, wealth management processes, and recordkeeping requirements.
- Manage inbound and outbound communications (phone, live chat, email) with customers, ensuring timely and accurate responses to IRA-related and account recordkeeping questions.
- Support day-to-day IRA administration and recordkeeping functions, including contributions, distributions, rollovers, transfers, and beneficiary changes.
- Help customers and advisors navigate our technology platform, including account setup, transaction history, reporting, and compliance documentation.
- Collaborate with operations, compliance, and partner recordkeepers to ensure accurate documentation and adherence to industry regulations.
- Escalate complex issues to appropriate internal teams while maintaining accountability for customer satisfaction.
- Consistently deliver an above-and-beyond customer experience by blending technical accuracy with empathy, patience, and professionalism.
- Demonstrate integrity and responsibility when handling sensitive financial and personal data.
Desired Skills and Experience
The essential skills and experience for this position include, but are not limited to, the following:
- Strong computer skills including Microsoft Office Suite and CRM/customer support systems.
- Excellent verbal and written communication skills; Spanish fluency is a plus but not required.
- Knowledge of retirement services and wealth management support, particularly IRA operations, is strongly preferred.
- Recordkeeping experience in financial services or retirement accounts, with emphasis on accuracy, compliance, and confidentiality.
- Ability to explain financial or compliance-related processes to customers in a clear, approachable manner.
- Proven ability to work as part of a successful team in a high-growth or fast-paced environment.
- Strong problem-solving skills and proven results in resolving customer issues.
- High attention to detail, organizational skills, and a commitment to accuracy in recordkeeping tasks.
- Positive, professional attitude with a sense of humor.
Requirements
• Must be US Citizen, Permanent Resident or eligible to work in the US permanently.
- High School diploma required. Bachelors degree preferred.
- Availability to work within hours of operation: 9:00 AM - 9:00 PM (EST) Monday - Friday [Shifts will vary depending on circumstances.
IRALOGIX is an equal opportunity employer committed to building a team that embraces diversity, represents a variety of backgrounds, and upholds inclusiveness. M/F/V/D
