What are the responsibilities and job description for the General Support Rep position at 401GO?
Company Overview
401GO is a rapidly growing fintech start-up with a relentless focus on helping hard-working Americans prepare for retirement. We’ve built the world's most advanced and fully automated retirement platform, and we need a General Support Representative to provide exceptional customer service through phone and email support.
Position Overview
We are looking for a personable, detail-oriented, and highly responsive General Support Representative to be the first point of contact for our 401(k) participants. In this role, you’ll handle inbound phone calls and support emails, ensuring clients receive accurate and timely assistance. Your ability to communicate clearly, problem-solve efficiently, and deliver outstanding customer service will be key to helping participants navigate their retirement plans with confidence.
Key Responsibilities
✔ Answer participant phone calls promptly with professionalism and a helpful attitude.
✔ Respond to support emails quickly and accurately, ensuring participants receive clear and helpful information.
✔ Provide guidance on 401(k) enrollment, plan features, and contribution options.
✔ Troubleshoot account access issues and resolve participant concerns efficiently.
✔ Escalate complex inquiries to the appropriate departments while ensuring proper follow-up.
✔ Stay up-to-date on 401(k) platform updates, industry regulations, and company policies to provide accurate and consistent information.
✔ Maintain detailed documentation of customer interactions and resolutions in the support system.
✔ Contribute to ongoing improvements by identifying common participant pain points and suggesting process enhancements.
Qualifications
✔ Previous customer service experience required – fintech or 401(k) industry experience is a plus.
✔ Strong verbal and written communication skills – ability to explain financial concepts in a clear and approachable way.
✔ Highly responsive – must prioritize answering emails and calls promptly with a customer-first mindset.
✔ Excellent problem-solving skills and attention to detail – ensuring accuracy in responses.
✔ Ability to multi-task efficiently while maintaining a calm, professional demeanor under pressure.
✔ Proficiency in customer support software and office applications (e.g., Microsoft Office, email platforms).
✔ Knowledge of 401(k) plans or retirement planning is helpful but not required – training will be provided.
✔ High level of empathy and patience – understanding that retirement planning can be complex for participants.
✔ Bilingual (Spanish) preferred – the ability to assist a diverse range of customers is a plus.
Why Join 401GO?
- Competitive salary – get rewarded for your skills and dedication.
- Health, dental, and vision insurance – we’ve got you covered.
- 401(k) plan with employer match – because we practice what we preach!
- Paid time off – work-life balance is important.
- Opportunities for career growth – advance your career in a fast-paced, innovative company.
- If you’re a strong communicator, highly responsive, and committed to providing the best customer service possible, we’d love to have you on our team!