Participant Service Center Representative – Inbound Call Center

Definiti LLC

Participant Service Center Representative providing exceptional client service remotely at Definiti. Handling customer inquiries for retirement plans via various communication channels.

Posted 6/5/2026full-timeRemote • North Carolina • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Providing outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans
Assisting with answering questions about account balances
Helping to make withdrawals, transfer funds, or find additional resources
Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members
Taking participant calls and providing accurate, satisfactory answers to their queries and concerns
De-escalating situations involving dissatisfied customers, offering patient assistance and support
Responding promptly to participants after thoroughly researching their questions
Collaborating with other call center professionals to improve customer service
Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers)
Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites)
Determining plan eligibility

Requirements

What you’ll need

Basic knowledge of retirement plan services and daily recordkeeping
Ability to stay calm when customers are stressed or upset
Experience working with customer support
Experience working with Microsoft Office applications
Time management focus, with attention to deadlines and timelines
A track record of consistently meeting and/or exceeding performance expectations
Positive attitude and dedication to our client’s needs
High school diploma or GED required
Associates degree preferred
Minimum 2 years customer service experience (financial services industry a plus)
Defined Benefit or Defined Contribution experience preferred
Bilingual - English/Spanish a plus

Benefits

Comp & perks

A virtual-first work philosophy for most jobs
401(k) with up to 4% match
Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
Paid Parental Leave
A variety of medical, dental and vision plan options including Definiti subsidized premiums
Company-paid life insurance and short-term disability insurance
Bonus plan eligibility

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceretirement plan servicesdaily recordkeepingaccount balance managementwithdrawals processingfund transfersplan eligibility determinationbilingual - English/SpanishDefined Benefit experienceDefined Contribution experience

Soft Skills

positive attitudeempathyprofessionalismcalmness under stresstime managementattention to deadlinesdedication to client needscollaborationde-escalation skillscommunication

Certifications

high school diplomaGEDassociates degree