Services Services Operations Specialist

Overview

We are seeking a detail-oriented and proactive Operations Agent to join our team. In this

role, you will be responsible for processing distributions and loans from retirement plans while

adhering to established procedures and ensuring exceptional quality. The ideal candidate

thrives in a fast-paced environment, enjoys managing time-sensitive tasks, and is eager to

learn and grow within the retirement services industry.

WHAT WILL YOU BE DOING?

Day-to-day you will be expected to:

• Process participant requests for distributions and loans from retirement plans accurately and efficiently.
• Adhere to company procedures, regulatory requirements, and quality standards during all transactions.
• Handle a high volume of time-sensitive tickets while maintaining exceptional accuracy and productivity.
• Make outbound calls to participants to verify information or clarify details related to requests.
• Send professional, concise emails to participants to gather required supporting documentation.
• Accurately document participant interactions and outcomes within Jira and other tracking systems.
• Collaborate with team members to improve workflows and ensure participant satisfaction.
• Be open to coaching and continuously strive for improvement in skills and knowledge.

REQUIREMENTS

The Necessities:

• Familiarity with Jira, Zendesk, Aircall or similar task management and CRM software.
• Understanding of retirement plans and associated processes (e.g., loans, distributions).
• Strong verbal and written communication skills for participant outreach and documentation.
• Exceptional organizational skills and the ability to manage competing priorities.
• Willingness to learn, adapt to new challenges, and grow within the role.
• Experience in high-volume, detail-oriented environments is a plus.