Self Service Implementation Specialist - Freelance Project

Self-Service Implementation Agent

Project Overview:

This role supports Self Service Plan Sponsors during onboarding by providing timely, high-quality guidance as users navigate our client’s platform. The Agent does not own onboarding end to end, but instead focuses on quickly responding to inquiries, clarifying requirements, unblocking progress, and reinforcing standardized processes. Success in this role depends on strong communication, comfort operating in a fast-paced, high-volume environment, and a non-negotiable commitment to responsive, reliable service.

Key Responsibilities

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, recognizing that speed and reliability of service are non-negotiable expectations of the role

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 and escalating when appropriate

Offer clear guidance on timelines, required actions, and next steps to help clients successfully complete onboarding milestones

Communicate clearly and concisely with internal and external stakeholders regarding onboarding expectations, available resources, and process updates

Support basic plan design questions and onboarding education, assisting clients in understanding tools, workflows, and requirements

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 and applying them in client service scenarios

Willingness to learn retirement plan fundamentals, onboarding workflows, and Self Service plan requirements

Helpful / Preferred Qualifications

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

Hours:

40-50 hours per week

9am-6pm US-ET

$6 per hour