DST Systems Investor Services Representative, Retirement Solutions Call Center in Lawrence, Kansas

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find DST, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity, then we are the right fit for you.

Job Description:

Role Overview

As a Customer Support Representative, you will be providing excellent customer service to SIMPLE IRA and 401(k) plan participants and advisors. This position responds to inquiries regarding a variety of questions under the broad headings of account maintenance, transaction processing, and IRS regulations concerning retirement plans. You will also be answering questions regarding account balances and distribution processing for plan participants, loan balances loan options , and interest rates on 401(k) account loans; while also explaining various fees and tax withholding options to participants, In addition you will be assisting callers with online account access and resetting of PINs.

We are currently hiring for a varied 8 hour shift between the hours of 8:00AM - 7:00PM. Schedules are posted with 2 weeks advanced notice.

Responsibilities

  • Answers calls from SIMPLE IRA plan sponsors and participants, 401(k) plan participants, and plan advisors/financial consultants for multiple clients, using multiple systems. May consult various internal systems for information as well as other departments to determine the status of transaction requests previously received.

  • Assists callers to log on and navigate their online accounts; explains PIN requirements and resets PINs for participants.

  • Processes routine online transactions such as distributions, exchanges, and reallocations for SIMPLE IRA account holders, exchanges and reallocations for 401(k) callers; processes address changes and other participant account maintenances.

  • Explains statements and forms, assists callers in completing forms; helps callers understand plan-related information sent to them by plan sponsors and financial institutions (i.e. fund mergers), advises callers of forms needed, as applicable.

  • Researches and resolves problems related to transaction requests received incomplete, not in good order; explains requirements that must be met to accomplish desired results.

  • Assists participants requesting duplicate statements and forms; assists SIMPLE IRA plan sponsors and advisors with plan level reports.

  • Redirects calls to appropriate TPA, plan administrator, marketing, or other customer assistance lines

  • Explains IRS rollover, transfer and direct rollover regulations

  • Calculates hypothetical CDSC fees for total and partial withdrawals

  • Provides loan payoff information, interest rate, loan freezes, other loan information

  • Reviews/assists SIMPLE IRA plan sponsors with contribution roster questions, issues and discrepancies

Qualifications

Ideal candidates will have:

  • Excellent listening and communication skills

  • Strong computer skills with the ability to navigate multiple screens simultaneously

  • Ability to multitask in fast paced environment

  • Strong attention to detail

  • Previous customer service related experience

  • Commitment to service excellence

Previous financial services and retirement solutions experience preferred but not required; we offer a six week training program to successfully prepare you for your new career.

Location:

Lawrence Kansas

DST is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here and here. DST is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.

DST Systems, Inc. is a leading provider of specialized technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries. Combining unmatched industry knowledge, critical infrastructure and service excellence, DST helps companies master complexity in the world’s most demanding industries to ensure they continually stay ahead of and capitalize on ever-changing customer, business and regulatory requirements.

We work with companies in some of the world’s most demanding industries where rapid shifts in consumer, regulatory, and technology trends are increasingly affecting how our clients do business. For them, keeping up in a landscape of constant change is becoming more and more complex. Through our technology, strategic advisory, and business improvement solutions we work with clients to help them stay ahead of and capitalize on customer, business, and regulatory change.

Mastering complexity is not an end-state. It’s a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon. If you see your opportunity in complexity, then we are the right fit for you.