Account Support Representative

Location: Philippines

Work Arrangement: Work from home / Hybird

Work Hours: 7AM – 4PM PST, follows Philippine holidays

The Role:

Our Account Support Representatives assist small business owners who depend on our 401(k) plan administration services. In this role, you will assist in getting our entire client base through their annual 5500 filing for their 401(k) Plan. You will assist with a high volume of inbound and outbound calls as well as emails from clients. Assisting with basic 401(k) Plan questions and needs, walking them through electronically signing their annual filing documents, and updating them on what documents are still outstanding for their account. Collaboration with Account Representatives, our Document Review team, and other individuals across the department is needed.

Essential Functions:

The essential functions include, but are not limited to the following:

  • Manage client communication and respond to their inquiries within a defined time frame

  • Develop a basic understanding of 401(k) Plans and the 5500-filing process

  • Walk clients through processes and systems to ensure a successful completion of their annual filing

  • Update client information in customer relationship management system

  • Upload investment management statements to proper accounts

  • Quickly review accounts for outstanding documents and relay that information to clients

  • Perform outbound reminder calls to clients regarding the return of information, filling their annual report, and outstanding amendments

  • Passion for client service and ability to work with clients in an array of situations

Additional Functions:

  • Send documents to clients using E-Signature software

  • Contributing to department and team projects

  • Performs other duties as required

Qualifications:

  • Associate’s or bachelor’s degree in a related field (business, finance, etc.) preferred

  • Basic knowledge of 401(K) plan structure, ROBS, and IRS/DOL regulations is preferred

  • Skills in customer service, organization, collaboration, and problem solving

  • Ability to have difficult conversations with clients while maintaining professional demeanor

  • Able to adapt easily to process and organizational changes

  • Meticulous attention to detail and proactive approach to problem solving

  • Excellent grasp of all Microsoft 365 applications

  • Excellent verbal and written communication skills

  • Aptitude in data management, analytics, and reporting preparation

  • Ability to function in an autonomous environment—independent worker, self-directed

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