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Participant Services Manager

BlueStar Retirement Services, Inc.

in Jacksonville FL

BlueStar Retirement Services, Inc.

Job Description

The Participant Services Manager position is responsible for the day to day operations within the call center and transactions department.


  • Hiring, training, coaching, and leading call center representatives as they provide support for participants.
  • Ensure a smooth process for the facilitation of loans, distributions, and rollover contributions for ERISA qualified plans.
  • Consistently review retirement plan industry changes and update procedures accordingly to comply with all applicable IRS / DOL Rules and Regulations.
  • Oversee the coordination of transactions processing and related communication with affected participants.
  • Work directly with other managers and the executive team to report departmental results and strategies.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry participants, or handling issues that cannot be fielded by representatives
  • Lead team meetings, ask questions to better understand the calls representatives are receiving, educate and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Develop department training guidelines.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
  • Knowledge of retirement plan administration and record keeping.


  • BA preferred, High School Diploma or equivalent.
  • More education or experience in a related field may be preferred.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with industry practices.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Polite, professional phone demeanor.

How to Apply

Please apply by emailing with a copy of your resume along with which job you are applying for. 

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