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About Us

Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .

Position Summary

A Participant Service Specialist provides dedicated support to 401(k) plan participants, addressing a wide range of inquiries related to account access, distribution options, and other plan related matters. This role handles incoming emails, as well as escalated calls from the call center, working to resolve complex issues with accuracy and empathy.

Position Summary

• Respond to participant inquiries via phone and email.
• Research and resolve escalated calls from the call center.
• Assist participants in navigating online portals and understanding plan related documents and processes.
• Educate participants on retirement plan provisions, contribution options, and distribution rules.
• Maintain detailed records of participant interaction and issue resolution in the ticketing system.
• Track and follow through on participant service requests from initiation to completion
• Support the processing of participant transactions by performing identity verifications, gathering required documentation, and researching issues as applicable.
• Take participant transaction requests over the phone, ensuring proper verification and documentation procedures are followed.
• Escalate employers inquires to the plan's Client Service Manager, or applicable department.
• Collaborate with internal departments, recordkeepers, and advisors to resolve participant concerns
• Processing incoming mail and deposits, ensuring timely handling and accurate documentation in accordance with internal procedures.
• Recording and track returned mail for follow-up by client communications team members.
• Perform other projects as requested by supervisor

Knowledge, Skills, and Abilities

• Strong customer service skills, with a professional and solution-oriented approach
• Excellent written and verbal communication skills
• High attention to detail
• Organizational and time management skills
• Problem solving skills
• Proficiency with Microsoft Office, especially Excel, Word, and Outlook
• Skilled in multitasking across multiple platforms in a fast-paced environment
• Team player mentality, with a collaborative and adaptable approach to supporting broader service goals.

Education & Experience

• High School Diploma or equivalent is required
• Customer service experience is required
• Payroll or employee benefits experience, including 401(k), is a plus