Customer Service Specialist ( Retirement)

Customer Service   Specialist ( Retirement)

About the Role
We are seeking a highly organized and detail-oriented Customer Service Retirement Plan Specialist to support our ROBS (Rollover as Business Start-Up) onboarding process. This role plays a critical part in delivering a smooth and compliant onboarding experience for our clients by coordinating communications, reviewing documentation, supporting stock issuance activities, and assisting with SBA lender requirements.
This position is ideal for someone who thrives in a fast-paced environment, enjoys working directly with clients, and has a strong eye for accuracy and process management.

Work Environment Requirements

Fully remote position — candidates must maintain a secure, professional home office environment
Must reside in one of the following states:
AZ, CA, CO, FL, GA, IA, MD, MI, MN, NC, NY, NJ, OH, PA, SC, TX, UT, LA

Key Responsibilities
Client Communication & Documentation

Manage outreach campaigns to collect onboarding documentation for capitalization and stock issuance
Proactively follow up with clients via email, phone, and other channels
Assist clients in completing onboarding forms accurately and efficiently
Monitor workflows to ensure timely completion of onboarding milestones

Stock Issuance & Capitalization

Perform detailed quality reviews of client documents and capitalization materials
Calculate and record stock issuance transactions
Review and verify stock entries for accuracy
Support retirement plan and personal investment calculations
Coordinate with third-party valuation providers for required appraisals
Maintain reporting related to initial appraisals

SBA Lender Support

Prepare complete and accurate documentation packages for SBA lenders
Respond to lender and internal team inquiries
Ensure all materials meet quality and timing standards

Data Management & Quality Assurance

Maintain accurate client records across systems
Organize and store documentation in designated repositories
Identify and resolve discrepancies or missing information
Review retirement plan documentation and coordinate corrections as needed

General Responsibilities

Manage multiple client files and deadlines simultaneously
Exercise sound judgment when reviewing documentation
Maintain confidentiality of sensitive client information
Support ongoing projects and process improvements

Required Skills & Experience

Strong attention to detail and organizational skills
Excellent written and verbal communication abilities
Ability to manage multiple priorities in a fast-paced environment
Client-focused mindset with strong customer service skills
Experience reviewing documentation for completeness and accuracy
Proficiency in Microsoft Office and business systems
Strong critical thinking and problem-solving skills
Ability to work independently and collaboratively
High level of discretion when handling sensitive data

Preferred Qualifications

Associate’s or Bachelor’s degree in Business, Finance, Accounting, or related field (or equivalent experience)
Experience in financial services, onboarding, retirement plans, banking, or lending support
Familiarity with ROBS structures, stock issuance, or SBA documentation
Experience with CRM or document management systems

What We Offer

Competitive compensation
Medical, dental, and vision coverage
Generous PTO, paid holidays, and floating holidays
Fully remote work environment
Professional development opportunities 
A collaborative, supportive team that values your success