EMMANUEL M. PENONES JR.

Participant Services Representative – 401(k) Plans
Current Role

• Provide front-line support to plan participants by addressing inquiries on 401(k) accounts, including contributions, distributions, and plan features
• Interpret and explain plan rules to help participants make informed decisions regarding loans, withdrawals, and other available options
• Troubleshoot and resolve website access and login issues, ensuring a smooth user experience
• Accurately process and guide participants through loan requests and other account transactions in compliance with plan guidelines
• Maintain detailed and accurate documentation of all participant interactions in internal systems
• Consistently meet performance metrics in a high-volume, fast-paced environment
• Demonstrate strong knowledge of company systems, retirement plans, and internal processes

• Answer incoming telephone inquiries including, but not limited to, requests for general account information, concerns related to contributions and withdrawals, how to make changes to an account, product information and tax questions. Complexity and scope of questions based on level.
• Assist participants through the navigation of the automated voice response system as well as the Web Site.
• Review, comprehend and implement all new communication regarding plan updates and changes.
• Run disbursement quotes, respond to managerial feedback, and attend meetings and training sessions.

• Help troubleshoot issues that users may have with the Financial Dashboard and relay to the technical support team.

• Handle inbound calls for product or service inquiries
• Attend to customer's requests for replacement, refund, etc
• Handle all customer information with confidentiality and treat each call with utmost courtesy
• Keeping records of interactions with customers, process accounts, and filing documents of customers

• Responsible for providing travel information, booking reservations, servicing existing reservations, educating on company websites, and providing ticketing services
• Resolve issues that may arise with travelers with a sense of urgency
• Demonstrate commitment to high-quality customer service by ensuring responses to calls are resolved in a timely and professional manner