Retired.com is on a mission to simplify retirement and financial decision-making for individuals and families. As we continue to grow, we’re building scalable, well-controlled platforms that support innovation, compliance, and long-term impact. We value ownership, clarity, and collaboration—and we’re proud to be recognized as one of the Best Places to Work.
Our platform ecosystem includes market-leading retirement and trust solutions, including BitcoinIRA, Rocket Dollar, Choice App, and Digital Trust, supporting self-directed retirement, alternative investments, and digital assets.
About the Role
We’re looking for a Client Service Associate to join our growing Operations team. In this role, you’ll be a primary point of contact for clients, supporting inbound inquiries related to self-directed IRA accounts. You’ll deliver accurate, timely, and professional service across phone, email, and live chat while helping clients navigate account services throughout the IRA lifecycle.
This is a fast-paced, client-facing role ideal for someone who is detail-oriented, service-driven, and comfortable working remotely in a regulated financial services environment.
What You'll Do
- Respond to inbound client inquiries via phone, email, and live chat in a professional and timely manner
- Provide accurate guidance on account services, including self-directed IRAs, Checkbook LLCs and Trusts, and cryptocurrency (as applicable)
- Assist clients with transactions throughout the IRA account lifecycle
- Troubleshoot and resolve client issues, escalating complex matters to the appropriate internal teams
- Maintain up-to-date knowledge of company products, account types, and investment options
- Accurately document all client interactions and updates in the CRM system
- Monitor assigned queues to meet established service level expectations
- Support routine account maintenance, technical questions, and general client needs
- Stay current on industry regulations and compliance requirements related to self-directed IRAs
- Collaborate with cross-functional teams to ensure a seamless client experience
- Participate in team meetings, 1:1s, reviews, and ongoing training
- Contribute to team success by supporting additional tasks as needed
Required Qualifications
- Education: High school diploma or equivalent required. Associate or bachelor’s degree in business, finance, or a related field preferred.
- Experience: 1–2 years of experience in customer service or administrative support, preferably within financial services, self-directed IRAs or a call center environment.
- Skills: Proficiency in CRM platforms such as HubSpot, or similar systems. Familiarity with financial services tools and email communication platforms. trong organizational skills and attention to detail.
- Knowledge: General understanding of IRA account life cycle related transactions. Ability to follow existing policies and procedures when handling transactions. Working knowledge of relevant industry regulations, including IRS guidelines for retirement accounts.
