• The Participant Service Center Representative (PSC Representative) provides outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans. • The PSC Representative assists with answering questions about account balances, helps to make withdrawals, transfer funds, or find additional resources. • Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members. • Take participant calls and provide accurate, satisfactory answers to their queries and concerns. • De-escalate situations involving dissatisfied customers, offering patient assistance and support. • Respond promptly to participants after thoroughly researching their questions. • Collaborate with other call center professionals to improve customer service. • Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers). • Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites). • Determining plan eligibility.