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Pentegra Retirement Services · 1 month ago

Participant Services & Operations Coordinator

United States

Full-time

Remote

Entry Level

$48K/yr - $55K/yr

1+ years exp

Pentegra Retirement Services is seeking a Participant Services & Operations Coordinator to support retirement plan participants. The role involves managing participant communications, resolving issues, and collaborating with internal teams to ensure accurate transaction processing.

ConsultingFinancial Services

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

Learn 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

Qualification

Customer ServiceRetirement Plan AdministrationSalesforceExcelAnalytical SkillsLearning New SystemsAttention to DetailProblem-SolvingCommunication SkillsTeamworkFlexibility