Guidant Financial

Customer Support

• Engage with clients by handling their inquiries promptly and effectively within scheduled timelines
• Build a solid foundation in 401(k) Plans and familiarize yourself with the 5500-filing process
• Consistently meet department Service Level Agreements (SLAs) for live calls, voicemails, email interactions, and Net Promoter Scores (NPS)
• Guide clients through various processes and systems to ensure they successfully complete their annual filings
• Maintain and update client records in our customer relationship management system
• Accurately upload investment management statements to the appropriate accounts
• Swiftly assess accounts for any pending documentation and communicate the necessary information to clients
• Conduct proactive reminder calls to clients about returning required information, completing their annual reports, and addressing any outstanding amendments
• Engage in ongoing training and development to become a subject matter expert on 401(k) plans
• Provide exceptional support to clients across a variety of scenarios
• Utilize E-Signature software to deliver documents to clients
• Assist Account Specialists with their queues when necessary
• Play a key role in team and departmental initiatives
• Execute additional tasks as needed

Client Experience Support Specialist

Operations

• Administer, test, and report on 401(k) retirement plans through accelerated learning and in-depth training
• Review documents submitted by clients for completeness and accuracy
• Work with clients to obtain necessary information to prepare annual reporting
• Reconcile plans with only rollovers and plan stock using Excel and administration software
• Utilize administration software to complete 401(k) testing and reporting
• Make outgoing reminder calls and send emails to clients during the plan year reporting process
• Prepare required 401(k) government filings, including IRS Form 5500, using filing software
• Educate clients regarding the administration of their 401(k) plan and plan documents
• Share knowledge, explain complex topics simply, and provide training on concepts for Retirement Plan Administrator I
• Perform other duties as required

Client Experience Support Specialist

Retirement Plan Operations Specialist