Self Service Implementation Specialist - Freelance Project

Self-Service Implementation AgentProject 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 ResponsibilitiesSupporting Self Service Plan Sponsors as they onboard to our client's platformProvide timely, accurate, and high-quality responses to Self Service client inquiries, recognizing that speed and reliability of service are non-negotiable expectations of the roleGuide Self Service clients through the onboarding path by providing clarification, direction, and timely supportMonitor progress across multiple Self Service onboarding efforts, identifying blockers, risks, or points of confusion and escalating when appropriateOffer clear guidance on timelines, required actions, and next steps to help clients successfully complete onboarding milestonesCommunicate clearly and concisely with internal and external stakeholders regarding onboarding expectations, available resources, and process updatesSupport basic plan design questions and onboarding education, assisting clients in understanding tools, workflows, and requirementsRequired QualificationsExperience in client support, project coordination, or cross-functional collaboration rolesDemonstrated ability to deliver prompt, reliable service in a pooled, high-volume support environmentStrong communication skills with the ability to provide clear, concise guidance under time-sensitive conditionsExperience using operational and workflow tools such as Jira, Salesforce, and Google Workspace; ability to follow and reinforce standardized processesDemonstrated aptitude for learning new systems and concepts quickly and applying them in client service scenariosWillingness to learn retirement plan fundamentals, onboarding workflows, and Self Service plan requirementsHelpful / Preferred QualificationsExperience supporting Self Service, tech-enabled, or scaled onboarding or support modelsExposure to retirement plans (401(k)/403(b)), plan administration, or plan conversionsGeneral knowledge of ERISA and retirement plan compliance conceptsExperience with compliance or recordkeeping systemsHours:40-50 hours per week9am-6pm US-ET$6 per hour