Customer Experience Lead NextLevel IRA

Description

Job Title: Customer Experience Lead NextLevel IRA 

Work Hours: Full Time, Monday through Friday 

Work Location: San Diego, CA 

Reports to: Customer Experience Tier II Manager 

FSLA Status: non-exempt 

Salary Range: $28.85 to $38.46/hour (equivalent to $60,000 to $80,000/year) 

Who We Are: PenChecks Trust is a state-chartered, non-depository trust company with over 30 years of experience and leads the industry in automatic-rollover and missing-participant IRA solutions. Our flagship solution, NextLevel IRA, is a leading-edge, fully automated IRA platform that streamlines rollovers, minimizes asset leakage, and delivers a personalized experience, leveraging partners like Broadridge, iJoin, Mesirow, and Stadion to ensure smooth onboarding, investment solutions, and compliance. 

Job Summary: The Customer Experience Lead will manage a frontline team (4-6 specialists) dedicated to addressing day-today customer inquires and account-holder issues via phone and Salesforce. The Lead will be hands-on, handling escalations, developing training, and managing their own case load, which will be approximately 25% of the volume handled by each individual team member. While the role starts without direct supervisory responsibilities, it is designed to evolve into a full Supervisory, and possibly a Management position. This position demands strong IRA customer service experience, particularly with rollover processes, preferrable within a call-center or similar high-volume environment.

Essential Duties: 

- Team Leadership & Service Governance: 

• Oversee Daily workload, service levels, and case progression across the 4-6 person team. 
• Drive consistent performance through coaching and performance reviews. 

- Escalation and Case Management:

• Own complex escalations and serve as subject-matter expert for IRA-related queries and NextLevel IRA product. 
• Personally own a case load equal to approximately 25% of each individual team member’s case volume.

- Reporting & Analytics 

• Track and Analyze team metrics (calls handled, resolution times, wrap-up time, Salesforce ticket flow). 
• Present weekly/monthly reporting to stakeholders.  

- Training & Workflow Optimization 

• Develop and deliver ongoing training for team members. 
• Identify bottlenecks and recommend improvements in processes or tools.

- Cross-Functional Collaboration 

• Serve as Client Experience liaison among Operations, Technology, Compliance, Advisors, and Partners (iJoin, Broadridge, Relius, etc.). 
• Provide feedback to enhance customer journeys and product functionality. Other duties as assigned. 

Travel = Rare to some.

Requirements

Required Knowledge, Skills, and Abilities (KSAs) Note that these requirements are representative, not allinclusive, of the KSAs required to perform the job. 

• Strong leadership with demonstrated ability to coach and influence without direct reports. 
• Strong analytical orientation and data-driven decision-making. 
• Comfort with IRA/rollover terminology (RMDs, force-out/missing participant IRAs, etc.). ? Excellent verbal and written communication skills. 
• Ability to juggle daily priorities in a fast-paced, collaborative environment. 
• Ability to resolve escalated situations with precision and empathy. 
• Proven track record in customer-service metrics improvement. 
• Highly organized, with an aptitude for building processes and enhancing workflows. 
• Solutions-oriented mindset with a collaborative approach to cross-team initiatives. 
• Ability to learn quickly and navigate between proprietary and commercial systems to support benefit data and websites. 
• Ability to prioritize and juggle multiple competing responsibilities. 
• Must be trusted to secure and maintain confidential information. 
• Compassion to help others solve problems/demonstrate a level of empathy for the personal circumstances of our customers.

Education and Experience 

• Minimum 3-5 years in IRA or retirement account customer-service roles (call center experience strongly preferred). 
• Proficiency with call-center metrics and CRM systems. 
• Knowledge of Microsoft Office programs including Excel, Word, and Outlook is required. Salesforce experience is a plus. 
• A high-school diploma is required. 
• A bachelor’s degree is a plus, particularly in Business Administration, Finance, or a similar discipline. 
• Equivalent work experience in financial service, retirement plans, or fintech operations will also be considered in lieu of a bachelor’s degree.

What We Offer 

• Employment with an amazing company who has been named a “Top Workplace in San Diego” for the past 4 years by the San Diego Union Tribune. 
• The opportunity to lead service excellence for a best-in-class IRA platform. 
• A collaborative culture within a mission-driven, tech-forward financial services firm. 
• Professional growth through mentorship and advancement opportunities. 
• Company-sponsored health insurance (medical, FSA/DCA/HSA, dental, vision, life). 
• Company-paid 401k Contribution (3%). ? Paid Holidays (12). 
• PTO (Paid Time Off) – Unlimited PTO for exempt (salaried) employees; Accrued PTO for non-exempt (hourly) employees. 
• Education Tuition Reimbursement Program. 
• Discretionary Annual Bonuses. 
• Anniversary Bonuses (at 5, 10, 15, 20, & 25 years of service). 
• Birth/Adoption Bonus. ? Peer-to-Peer Recognition Program. 
• Annual Charity Contribution. 
• Company-Sponsored Social Events.

Physical Demands and Work Environment 

The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. Work Environment: ADA compliant office building. 

Other 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.