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Participant Support Service Representative

Navia Mexico

Navia Mexico

Customer Service
Fresno, CA, USA
Posted on Tuesday, June 25, 2024
This role is in office with a starting pay of $20.00 per hour
Position Summary

Nexus is one of the largest retirement plan administrators within California. We offer all of the passionate customer service you get with a small organization paired with the efficiency of state-of-the-art and automated administration. Our team is growing every week, and we need some help.

The Participant Support Services Representative will multi-task, prioritize, and effectively communicate the Retirement Plan Benefits of each participant they speak with on the phone. A qualified candidate will be able to nurture and advocate for each diverse individual they encounter and demonstrate competence and expertise in the benefits we offer.
Essential Functions
  • Projects include:
    • Benefit processing for terminated participants.
    • Loan documents for active participants.
    • In-service distributions for active participants.
    • Post administration distributions to non-responsive participants.
  • Duties related to processing:
    • Taking calls from active or terminated participants regarding all benefit processing.
    • Making calls to participants and plan contacts regarding all benefit processing.
    • Accessing Vendor websites for balances and participant data.
    • Accessing Datair/FTW for balances and participant data.
    • Accessing PenChecks for balances and participant data.
    • Calendar follow up functions (for example, force out, cleanup of non-responders, etc.).
    • Creating Excel spreadsheets as needed for monitoring progress of projects.
    • Uploading Back up and pertinent documents related to benefit processing.
    • Follow up with PenChecks for reporting necessary to complete administration projects.
    • Corresponding with administration teams for clarification of projects and/or issues.
  • Excellent written/verbal and mathematical skills.
  • Involve Manager/Supervisor as needed to resolve technical, service, and compliance issues to ensure client satisfaction without jeopardizing regulatory requirements and service standards.
  • Must be a team player, exhibit a good work ethic.
  • Initiative, creativity, and energetic active engagement in all work responsibilities.
  • Able to learn quickly on the job.
  • Assisting the client with the completion of the proper documents to process their distribution.
  • Expected to be flexible and adaptable while working in a fast-paced environment.
  • Have discretion regarding the sensitive information regarding distributions and personal information.
  • Demonstrated professional business skills and demeanor.
  • Excellent problem solving and decision-making skills.
  • Strong organizational and research skills.
  • Displaying outstanding professionalism and etiquette when interacting with clients and staff members.
  • Good telephone manners/skills.
  • Self-motivated, and organized.
  • A positive, friendly, and outgoing attitude required.
  • Reliable, responsible, honest, and trustworthy.
  • Professional attitude and professionalism.