Participant Services Agent

2 weeks ago

Chicago, Illinois, United States Northern Trust Full time

About Northern Trust:


Northern Trust, a distinguished Fortune 500 entity, has been a leader in the financial sector since 1889, recognized globally for its excellence and innovation.

We are dedicated to delivering exceptional financial services and insights to the world’s most successful individuals, families, and institutions, adhering to our core values of service, expertise, and integrity.

With over 130 years of experience and a workforce exceeding 22,000, we cater to the needs of the most sophisticated clients through advanced technology and unparalleled service.

Participant Services Overview:


This role involves responding to incoming telephone and email inquiries from employee groups of corporate clients while managing all specified services.

Services encompass providing information related to clients' 401(k) plans, stocks, and other retirement options.



Key Responsibilities:

  • Offer plan participants detailed information regarding withdrawal and loan provisions, rollovers, account statuses, and more.
  • Accurately process participant maintenance requests (address updates, tax elections, electronic deposit changes) in accordance with departmental guidelines.
  • Address daily telephone inquiries and requests from defined contribution plan participants.
  • Assist participants with inquiries about distribution options, loan provisions, and eligibility criteria.
  • Exhibit appropriate call handling behaviors as defined by departmental standards.
  • Manage participant requests including electronic fund transfers, monthly benefits, rollovers, loans, and tax documentation.
  • Ensure compliance with established guidelines while identifying and resolving routine issues.
  • Support administrative tasks as necessary.

Qualifications:

  • Experience in client services or call center environments.
  • Client servicing skills typically gained through training programs or relevant experience are essential for supporting participant products.
  • Strong analytical and organizational skills are necessary for researching and resolving inquiries while managing conflicting priorities and workflows.
  • Effective communication skills are required to address daily requests for information from plan documents.

Working with Us:
At Northern Trust, you will be part of a dynamic and collaborative work environment where financial strength and stability empower us to innovate and explore new ideas.

We encourage movement within the organization, ensuring accessibility to senior leaders, and take pride in our commitment to the communities we serve. Join a workplace that has a greater purpose.

We look forward to discovering how your interests and experiences align with one of the world’s most respected and sustainable companies. Build your career with us.


Commitment to Inclusion:
Northern Trust is dedicated to providing reasonable accommodations to individuals with disabilities throughout the employment process. We value an inclusive workplace and recognize that flexibility means different things to different people.

We invite you to discuss your flexible working requirements with us.



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