• Own and maintain help center articles, ensuring all content is accurate, up to date and easy to understand • Partner cross-functionally with marketing, product, customer success and operations teams to understand new use cases, product launches and features • Create and update support macros to reflect current policies, product changes and common customer scenarios • Audit existing documentation regularly and proactively identify gaps or outdated content • Main point of contact for our marketplace API partnerships • Serve as the primary internal resource for our BPO support team, answering questions and clarifying process or policy • Identify recurring BPO support agent questions and address root causes • Assist with support team tasks including ticket triage, support calls via Zoom, escalation management, and coverage during high-volume periods • Help track and report on key support metrics, flagging issues or trends to leadership • Support special projects and operational improvements as the team grows

Role Description This position is remote and does not require regular in-office presence. This position is responsible for supporting service delivery by using established knowledge of company products and processes as well as by conducting basic analysis to process and support service-related tasks. The incumbent will work under limited supervision and may provide guidance to entry level associates or peers. - Answer all inquiries in a professional manner. - Maintain an understanding of the requirements relating to retirement plan participants. - Educate retirement plan participants on available distribution, rollover, and consolidation options and assist participants throughout each process. - Assist participants in accessing their account on-line; assist in resolving retirement plan participants' requests. - Assist in participant education regarding on-line functionality (i.e. on-line enrollment, transfers, loans and withdrawals). - Identify process improvement opportunities to increase efficiency and effectiveness of the team while maintaining an exceptional level of service. - Protect assets by adhering to all applicable regulations, policies and procedures, regulatory requirements, process requirements, and established risk guidelines. - Produce professional correspondence and demonstrate professional verbal communication and customer service skills. - Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate. - Investigate and resolve participant issues and share the results with appropriate parties. Provide written instructions to involved parties. - Maintain the confidentiality of the retirement plan participant to protect and ensure compliance with policy and procedures. - Maintain a global level of knowledge in Retirement Plan areas (New Business, ERISA Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas. - Effectively coordinate, join, and/or participate in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department. - Other duties as assigned. Qualifications - H.S Diploma or GED - College degree preferred - 1-2 years' customer service experience and previous contact center experience required - Retirement Plans Experience preferred Requirements - Proficient written and oral communication skills. - Ability to manage multiple priorities while working within required deadlines. - Proficient customer focus with excellent interpersonal skills. - Ability to assume ownership and work within a team environment. - High level of curiosity and willingness to learn new methods and procedures. - Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration preferred. - Proficiency with Microsoft Office products (Word, Excel, and PowerPoint). - ASPPA exams or equivalents preferred. - Knowledge of OMNI, Relius, and recordkeeping systems preferred. - Bilingual in Spanish and English preferred. - Some OT required - Must be willing to work 9-6p EST or 8-6p EST with a 60-minute lunch. Benefits - 401(k) Retirement Plan with company match and quarterly contribution - Tuition Reimbursement and Assistance - Incentive Program Bonuses - Competitive Pay - Flexible Hybrid work - Thrive Days - Personal time off - Paid time off (PTO) - Health Benefits: Medical, Dental, Vision - Health Savings Account (HSA) with employer contribution - Well-being programs with financial rewards - Employee assistance program (EAP) - Professional development programs - Leadership development programs - Employee resource groups - StrengthsFinder Program - Matching donations program - Paid volunteer time – 8 hours per month - Generous paid maternity leave and paternity leave - Fertility, surrogacy, and adoption assistance - Backup child, elder, and pet care support

• Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. • Maintain steady daily ticket throughput while delivering positive, solution-focused service. • Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. • Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. • Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. • Review QA feedback and apply improvements to maintain strong quality scores. • Document tickets accurately and completely so that internal partners can pick up context without rework. • Participate actively in team and business unit meetings, contributing to a collaborative support culture. • Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.

• Lead the transition of knowledge systems to Salesforce and related tools • Own the migration approach including inventory, cleanup, taxonomy, and workflows • Establish ongoing governance standards and review cadence • Partner with IT, Support, Sales, and Product teams to drive adoption and efficiency