customer service Represntative

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 ID: 407217

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.