Participant Services Associate

Job Title: Participant Services Associate Location: New York, NY or Remote Department: Client Experience / Participant Services Reports To: Participant Services Manager or Head of Client Operations Position SummaryWealthPlus is a comprehensive workplace solution thats reimagining the modern benefit stack. We bring simplicity, flexibility, and clarity to employee financial wellness and plan management through a single, unified platform. Our all-in-one solution empowers organizations to build customized benefit programs tailored to their unique goals. With seamless single sign-on and an integrated experience, managing plans, participants, and accounts becomes streamlined and efficient. At WealthPlus, were redefining how organizations and individuals think about workplace benefits making the future of financial wellness more accessible, transparent, and personal. Join a dynamic team that is shaping the future of wealth and workplace technology! The Participant Services Associate will serve as a front-line support representative for participants using the WealthPlus platform. This role is responsible for answering inbound calls, responding to participant emails and support tickets, helping participants navigate their accounts, and actioning common participant requests in accordance with established workflows and service standards. This role is ideal for someone who is patient, organized, detail-oriented, and comfortable helping participants understand retirement plan account information. Experience in retirement plans, recordkeeping, financial services, or call center support is preferred, but not required. Key ResponsibilitiesServe as a primary point of contact for participant inquiries via phone, email, and support tickets. Answer inbound participant calls and provide clear, professional assistance related to WealthPlus platform navigation and retirement plan account questions. Action participant requests in accordance with documented workflows, plan rules, permissioning requirements, and internal service standards. Document participant interactions, requests, notes, and resolutions accurately in the CRM or ticketing system. Escalate complex plan, compliance, technical, payroll, investment, loan, or distribution issues to the appropriate internal team. Follow up on open cases to ensure participant issues are resolved within expected service standards. Maintain confidentiality and professionalism when handling participant personal information, account data, and plan details. Support the development and maintenance of participant-facing FAQs, help content, call scripts, and service procedures. Education & Experience:High school diploma or equivalent required; associates or bachelors degree preferred. 1-3 years of experience in customer service, call center support, financial services, fintech, benefits administration, or retirement plan support. Experience supporting customers by phone, email, ticketing system, or chat in a fast-paced service environment. Interest in learning retirement plan administration, recordkeeping, workplace benefits, and financial services technology. Skills & KnowledgeStrong customer service mindset with the ability to support participants professionally, patiently, and clearly. Strong verbal and written communication skills with the ability to explain account and platform information in an easy-to-understand way. Ability to manage multiple participant inquiries while maintaining accuracy, confidentiality, and attention to detail. Strong problem-solving skills with sound judgment on when to resolve, escalate, or request additional information. Ability to follow documented procedures, service standards, scripts, and compliance-sensitive workflows. Comfortable using CRM, ticketing, call center, reporting, and collaboration tools.trong understanding of fintech, recordkeeping, retirement plans, workplace benefits, or wealth management operations. PreferredExperience supporting participants in a retirement plan, benefits administration, payroll, wealth management, or financial services environment. Familiarity with participant-facing recordkeeping platforms, financial services software, CRM systems, ticketing systems, or call center tools. Experience helping users with account access, online enrollment, beneficiary updates, contribution changes, loan or distribution requests, and general plan questions. Experience working at a startup or in a fast-moving environment where processes and tools are still being built. Compensation and BenefitsCompetitive base salary: $55,000-$75,000, commensurate with experience and geographic market. Annual discretionary bonus and equity opportunities. Comprehensive benefits package including medical, dental, vision, and paid time off. Opportunity to build and lead a core function within a fast-growing fintech platform.