Customer Service Associate

Mutual of America Financial Group Job Title : Customer Service Associate or Sr. Customer Service Associate, Participant Services

Location : Phoenix, AZ (hybrid)

Who We Are :

At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility. We were founded in 1945 to provide small and mid-sized nonprofit organizations with pension and retirement-related services, along with leading customer support. Today, we provide these services also to for-profit companies, as well as to governmental entities, Tribal enterprises, institutional investors, and individuals. We work diligently to understand the needs of our customers so we can help them achieve their financial savings goals.

We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.

Role Summary :

As a Customer Service Associate in Participant Services, you'll be the first point of contact for Mutual of America participants, beneficiaries, and prospective clients. You'll provide expert guidance on retirement account inquiries, claims, loans, and online support-all while delivering exceptional service in a fast-paced call center environment.

Key Responsibilities

• Handle inbound calls related to retirement accounts (401(k), 403(b), etc.), providing clear and accurate information on withdrawals, rollovers, loans, and beneficiary claims.
• Guide participants through online access, form completion, and account navigation, including password resets and transaction support.
• Submit and validate withdrawal claims, ensuring accuracy and timely processing.
• Investigate and explain form rejections, assisting participants with corrections and resubmissions.
• Fulfill requests for account documents, including statements, tax forms, and plan literature.
• Maintain detailed case notes in Salesforce to ensure seamless follow-up and service continuity.
• Support loan and beneficiary claim inquiries, offering status updates and procedural guidance.
• Refer participants to specialized departments or regional offices for advanced support or rollover opportunities.
• Process financial and non-financial transactions received via mail or email.
• Uphold data privacy standards by securely handling personally identifiable information (PII).
• Collaborate with internal teams to resolve participant issues and enhance service delivery.
• Proactively identify opportunities to retain assets and improve the participant's experience.

Required Qualifications :

Preferred Qualifications :

What we offer you :

The salary range below describes the minimum to maximum base salary range for this role. The role is also eligible for an annual bonus, whereby total compensation may exceed this range depending on individual and / or company performance.

Base Salary Range :

Associate Participant Services : $37,800 - $56,700

Sr. Associate Participant Services : $40,200 - $60,300 - to be considered a Senior Associate you must have an active SIE and Series 6 license.

Visit www.mutualofamerica.com / careers for additional details about life at Mutual of America. You can also follow us on Twitter : @mutualofamerica | Facebook : @mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.