Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
DOXA Talent has a growing footprint as a top offshoring partner in Colombia. We offer a very competitive salary, benefits, permanent remote work, opportunity to grow, and a collaborative and supportive team culture. We employ talent in Colombia – along with other geographies – for our clients, based in the United States.
Location: Must be in Colombia - Remote.
Environment: Colombian and International Teams.
Language: Advanced English (B2/C1+).
Timezone: 7:00 am - 4:00 PM MST.
Non-fixed Term Contract.
Experience: 3 + years of experience.
Salary: $4.000.000 COP per month.
The Role
This role will assist small business owners who depend on our 401(k) plan administration services to answer basic 401(k) plan questions and needs, walking them through electronically signing their annual 5500 filing and updating them on what documents are still outstanding for their account. In addition, this role will assist with a high volume of communication with clients including inbound and outbound calls and emails and requires collaboration with team members across the entire 401(k) Administration Services department.
Requirements
- Associate or bachelor's degree in a related field (business, finance, etc.) or equivalent experience preferred
- 1+ years of customer service experience preferred
- Basic knowledge of 401(K) plan structure, ROBS, and IRS/DOL regulations is preferred
- Excellent verbal and written communication skills
- Able to adapt easily to process and organizational changes
- Ability to have difficult conversations with clients while maintaining professional demeanor
- Meticulous attention to detail and proactive approach to problem solving
- Proficient in customer service, organization, and collaboration
- Ability to work in an autonomous environment where you can be a self-directed, independent worker
- Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and be seen
Responsibilities
- Manage client communication and respond to their inquiries within a defined time frame
- Develop a basic understanding of 401(k) Plans and the 5500-filing process
- Successfully achieve department SLAs for live calls, voicemail, email communication, and NPS scores
- Walk clients through processes and systems to ensure successful completion of their annual filing
- Update client information in customer relationship management system
- Upload investment management statements to proper accounts
- Quickly review accounts for outstanding documents and relay that information to clients
- Perform outbound reminder calls to clients regarding the return of information, filling their annual report, and outstanding amendments
- Continued training and development, working towards becoming a subject matter expert on 401K plans
- Support clients in an array of situations with a passion for providing an excellent client experience
- Send documents to clients using E-Signature software
- Support Account Specialist queues as needed
- Contribute to department and team projects
- Perform other duties as required
