Retirement & Wealth - Call Center Agent (Remote)

• 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. 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.

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: 7/27/2026 (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. 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, Tier 1 call Lab 2 weeks, Tier 2 Training 1 week, Tier 2 Call Lab 1 Week

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. – 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. – 5:00 p.m. CT.
• Hours may change if business needs require it, and you'll be notified in advance.

Education & Experience:

• 2+ years of experience in customer service
• 2+ years of call center experience
• No degree required

Skills & Abilities:

• Familiarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B) preferred OR 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 towork 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