Customer Service Representative

Job Title: Customer Service Representative (Level III)

Location: Hopewell, NJ (Onsite — Princeton Place at Hopewell, Bldg. 4, 1400 American Blvd, Pennington, NJ 0853)

Duration: Contract - 12 months

Pay Range: $21/hr (W2)

Job Description

We are seeking a Customer Service Representative (Level III) — WMFS Retirement Plan Services to join our dynamic team. The ideal candidate will have strong experience in high-volume contact center support, retirement account servicing, and multi-system navigation and a proven ability to deliver accurate, compliant, and timely resolutions that improve client outcomes.

Responsibilities:

• Provide clear, complete, and accurate responses to Financial Advisors, Client Associates, and clients at point of call.
• Deliver efficient operations support for retirement account setup, maintenance, feature enrollment, and document review.
• Authenticate clients, adhere to policies and procedures, and identify and escalate potential risks.
• Navigate multiple applications and tools to interpret policy, research issues, and resolve account errors.
• Demonstrate commitment to enhancing customers’ financial lives through professional service and follow-through.

Required Skills & Qualifications:

• Minimum 2 years of customer service experience in a high call volume environment.
• Proficiency navigating multiple screens/systems while documenting accurate, real-time notes.
• Computer literacy with Microsoft Outlook, Word, and PowerPoint.
• Strong verbal and written communication skills with sound grammar.
• Ability to de-escalate, resolve issues, and prevent dissatisfaction with respect and poise.
• Flexibility to work under pressure in a fast-paced, changing environment.
• Demonstrated discretion handling confidential and sensitive information.
• Positive, coachable, self-motivated approach with reliable attendance.

Preferred Skills:

• Experience supporting retirement plan products or financial services.
• Prior work in a regulated contact center with risk controls and authentication procedures.

Schedule & Training:

• Training: Monday–Friday, 9:00 AM–5:30 PM EST. Virtual setting onsite during training.
• Post-training shifts (EST): 8:25 AM–4:55 PM, 9:00 AM–5:30 PM, 9:30 AM–6:00 PM, or 10:00 AM–6:30 PM as assigned at offer.
• Attendance and punctuality required. Up to 16 hours allowed within first 90 days. Time off during training is not recommended.

Workplace Expectations:

• Professional business casual attire required, including interviews.
• Cell phone use only in designated locations and times as directed by management.
• Follow call-out procedures and communicate with supervisor and vendor when absent.
• No personal items such as blankets permitted onsite.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.

BCforward is an equal opportunity employer.