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Participant Services & Operations Coordinator

Pentegra

(Remote)

Job Summary:       The Participant Services & Operations Coordinator is a key member of the team, responsible for supporting retirement plan participants.  This position is responsible for managing inbound and outbound participant communications regarding retirement plan transactions.  In addition to handling participant calls, the representative is responsible for identifying and resolving Not-in-Good-Order (NIGO) issues, researching participant request statuses, guiding participants in navigating various recordkeeping platforms to access and manage their account information, training new employees, providing backup support to colleagues during absences in and supporting the distribution team.    This position requires the ability to maintain high levels of confidentiality, excellent analytical skills, attention to detail, accuracy and problem-solving ability and the ability to work as part of a team, while independently managing caseload.  Flexibility and a team-focused mindset are required, as the administrator may be asked to support other operational functions or shift priorities based on workload and business needs. 

Key Responsibilities:

• Handle inbound and outbound calls for plan participants with professionalism, clarity, and empathy. 
• Clearly explain plan processes and transaction options.
• Clearly communicate with NIGO team, plan participants, plan sponsors or advisors in a professional and supportive manner, outlining what is needed for the request to proceed
• Guide participants to utilize multiple recordkeeping platforms.
• Learn and proficiently navigate multiple retirement plan recordkeeping systems used by TPA.
• Collaborate with the Distribution Team to ensure accurate and timely transaction processing.
• Review participant documentation for completeness and accuracy.
• Research and resolve participant inquiries and issues by coordinating with internal departments.
• De-escalate frustrated participants and ensure their concerns are addressed with care and accuracy.
• Ensure all communication and documentation align with IRS regulations and internal procedures.
• Document all calls and case activity in the participant management system (Salesforce)
• Process all types of distribution requests in accordance with plan documents and IRS guidelines.  Including but not limited to lump sum withdrawals, in-service withdrawals, loans, hardship withdrawals, required minimum distributions (RMDs), Qualified Domestic Relations Orders (QDROs) and death benefit claims.
• Identify Not in Good Order (NIGO) requests, determine what information is missing or incorrect and take appropriate steps to resolve issues.
• Ensure each request is in good order (IGO) – complete, accurate and compliant with IRS regulations and plan provisions by verifying forms, documentation, signatures and other required elements are completed.
• Lean to navigate various recordkeeper platforms.
• Prepare loan amortization schedules and forward to plan sponsor
• Participate in cross-training and support other team members or departments as workload requires.
• Assist with periodic tasks including year-end reporting and audit support
• Adapt to changing priorities and contribute to group efforts to meet deadlines during high-volume periods or special projects.

Requirements:

• Associate or bachelor’s degree preferred, or equivalent work experience in retirement plan administration.
• Minimum 1-2 years of Customer Service experience in a TPA or recordkeeper environment
• Excellent verbal and written communication skills
• Knowledge of Excel and other Microsoft applications/software
• Strong math, analytical and problem-solving skills
• Strong attention to detail and a high level of accuracy
• Ability to manage multiple tasks and meet deadlines.
• Comfortable learning new systems and working with data.
• Willingness to learn retirement plan concepts and grow in the role
• High level of service to internal customers and clients alike
• Relius, Salesforce a plus

How to Apply

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