Self Service Implementation Specialist - Freelance Project

The role

This role supports Self Service Plan Sponsors during onboarding by providing guidance as users navigate the client's platform. The Agent responds to inquiries, clarifies requirements, unblocks progress, and reinforces standardized processes.

What you will do

• Supporting Self Service Plan Sponsors as they onboard to our client's platform
• Provide timely, accurate, and high-quality responses to Self Service client inquiries
• Guide Self Service clients through the onboarding path by providing clarification, direction, and timely support
• Monitor progress across multiple Self Service onboarding efforts, identifying blockers, risks, or points of confusion
• Offer clear guidance on timelines, required actions, and next steps
• Communicate clearly and concisely with internal and external stakeholders
• Support basic plan design questions and onboarding education

Required qualifications

• Experience in client support, project coordination, or cross-functional collaboration roles
• Demonstrated ability to deliver prompt, reliable service in a pooled, high-volume support environment
• Strong communication skills with the ability to provide clear, concise guidance under time-sensitive conditions
• Experience using operational and workflow tools such as Jira, Salesforce, and Google Workspace
• Ability to follow and reinforce standardized processes
• Demonstrated aptitude for learning new systems and concepts quickly
• Willingness to learn retirement plan fundamentals, onboarding workflows, and Self Service plan requirements

Nice to have

• Experience supporting Self Service, tech-enabled, or scaled onboarding or support models
• Exposure to retirement plans (401(k)/403(b)), plan administration, or plan conversions
• General knowledge of ERISA and retirement plan compliance concepts
• Experience with compliance or recordkeeping systems

About the company

The employer is agency.