Customer Service Representative (Participant Specialist) – Participant Services

Job Description

Entry Level Customer Service Representative | Nova 401(k) Associates

The Tone:
This is an early career, full-time role at Nova 401(k) Associates, located remotely within the USA. Nova 401(k) Associates specializes in supporting individuals with their retirement plan needs, particularly concerning withdrawal and loan transactions. This role is crucial for providing excellent support and guidance to participants and clients, ensuring their retirement inquiries and requests are handled efficiently and accurately.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Remote, USA
• Pay: $21–$25 hourly
• Mission: Field phone calls and emails related to retirement plan withdrawal and loan transactions, helping participants and clients initiate requests and answer questions.

What You’ll Actually Do
• Participant Communication: Answer phone calls and emails on the Nova participant services line to address inquiries.
• Request Facilitation: Work directly with participants and clients to help initiate requests through recordkeeper sites and answer questions about pending requests.
• Vendor and Sponsor Relations: Establish solid working relationships with all vendors and plan sponsors to ensure open and accurate communication.
• Data Management: Provide data entry assistance for the Distribution Department.
• Professional Certification: Pursue and attain NIPA’s Distribution Administrator and Loan Administrator Certificates.

The Must-Haves
• Background: Bachelor’s degree required. This is an entry-level position focused on customer service within retirement plan support.
• Experience: No specific industry experience or years of experience are required; paid training will be provided.
• Skills: Superior communication skills over the phone and via email, strong organizational and coordination capabilities, adaptability and ability to multi-task, and commitment to professional development.
• Bonus: Bilingual speaking is a plus, and prior experience in a customer service or call center setting is beneficial.