Customer Service Representative (Level III)

Job Title: Customer Service Representative (Level III)

Location: Jacksonville, FL

Duration: Contract - 12 months

Pay Range: $21/hr (W2)

Job ID: 410363

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Customer Service Representative (Level III) to join our dynamic team. The ideal candidate will have strong experience in retirement plan participant support, call handling, and transaction processing and a proven ability to deliver accurate information, guide participants through transactions, and complete error-free processing.

Responsibilities:

• Support RBCC Retirement and Benefits participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.
• Provide clear, accurate information on account details, plan features, and available options.
• Guide participants through online and phone-based transactions and service requests.
• Execute financial transactions with accuracy and timeliness, ensuring error-free processing.
• Adhere to compliance, privacy, and security standards while handling sensitive information.
• Meet schedule adherence, quality, and productivity targets.

Required Skills & Qualifications:

• Experience in customer service within financial services or benefits administration.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication with a customer-centric approach.
• Proficiency with computer systems, CRM tools, and secure data handling practices.
• Ability to work on site in a virtual setting during training and adhere to attendance standards.

Preferred Skills:

• Retirement plan or brokerage call center experience.
• Familiarity with ERISA-related concepts and plan operations.

Work Schedule & Training

• Training hours: Monday through Friday, 9:00 AM - 5:30 PM EST.
• Post-training schedule will follow the option selected at offer, subject to business need.
• Possible shift options (EST, not guaranteed): M-F 9:00 AM-5:30 PM, 9:30 AM-6:00 PM, 10:00 AM-6:30 PM, or 10:30 AM-7:00 PM.

Expectations & Conduct

• Professional business casual attire is required, including during interviews.
• Cell phone usage is limited to designated locations and times as directed by management.
• Attendance and punctuality are required. Use the proper call-out line and notify your supervisor and vendor when applicable.
• Punctuality policy allows up to 16 hours within the first 90 days. Time off is not recommended during training.
• MUST be able to work on site in a virtual setting during training. Personal items such as blankets are not permitted.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.