Operations Agent - Freelance Project

WHO ARE WE LOOKING FOR?

We are seeking a detail-oriented and proactive Operations Agent to join our team. In this role, you will be responsible for processing distributions and loans from retirement plans while adhering to established procedures and ensuring exceptional quality. The ideal candidate thrives in a fast-paced environment, enjoys working with time-sensitive tasks, and is eager to learn and grow within the retirement services industry.

WHAT WILL YOU BE DOING?

Day-to-day you will be expected to

• Process participant requests for distributions and loans from retirement plans accurately and efficiently.
• Adhere to company procedures, regulatory requirements, and quality standards during all transactions.
• Handle a high volume of time-sensitive tickets while maintaining exceptional accuracy and productivity.
• Make outbound calls to participants to verify information or clarify details related to requests.
• Send professional, concise emails to participants to gather required supporting documentation.
• Accurately document participant interactions and outcomes within Jira and other tracking systems.
• Collaborate with team members to improve workflows and ensure participant satisfaction.
• Be open to feedback and continuously strive for improvement in skills and knowledge.

REQUIREMENTS

The Necessities

• Familiarity with Jira, Zendesk, Aircall or similar task management and CRM software.
• Understanding of retirement plans and associated processes (e.g., loans, distributions).
• Strong verbal and written communication skills for participant outreach and documentation.
• Exceptional organizational skills and the ability to manage competing priorities.
• Willingness to learn and adapt to new challenges.
• Experience in high-volume, detail-oriented environments is a plus.