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Retirement & Wealth - Call Center Agent (Remote)

Tempur Sealy International
1 day ago
Full-time
Remote friendly (Oak Brook, IL)
Worldwide

JobsCloseBy Editorial Insights

Tempur Sealy International is hiring a remote Retirement & Wealth Call Center Agent in the Individual Investor Services Savers Department to handle high volume verbal and written interactions with accountholders. You’ll guide clients through account openings, distributions, investments, and IRS rules, answering inquiries via phone, email, and chat and coordinating with internal teams. Requirements include 2+ years in customer service and call center work, familiarity with IRA, HSA/FSA, Salesforce, and strong written and verbal skills. Training lasts about seven weeks and is paid, with a start 8:00-4:30 CT and a regular schedule of 11:30-8:00 CT plus Saturdays; quiet home office and hardwired internet are essential. Equipment is provided. Tips: tailor your resume to show empathy, problem solving, multitasking, and relationship building, and highlight readiness for remote onboarding and the 85% exam.

The position is responsible for direct verbal and written communications with Automatic Rollover/Direct Rollover/Non-Retirement Accountholders, Plan Sponsors, Record-Keepers, and Third-Party Administrators in the Individual Investor Services Savers Department. This role requires the candidate to handle high call volume daily. The role also assumes the primary responsibility of interacting with all the necessary internal departments to resolve client requests or answer any inquiries related to their account activity and investments. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our clients and firm associates.
 
  • Handle a high volume of incoming and outgoing client phone calls.
  • Respond to email, voicemail, and chat inquiries from clients.
  • Understand and be able to articulate the account opening, distributions, and investment process to clients.
  • Assist clients in ensuring that all required forms are fully completed. 
  • Handle troubleshooting inquiries in regards to Web and Online issues.
  • Provides educated answers with regards to IRA’s, and IRS Codes. 
  • Maintain a professional approach to client service, consistent with protocol and service levels.
  • Other duties as assigned.

 

If offered the position, equipment will be provided. Equipment that will be provided are: docking station (x1), headset (x1), keyboard (x1), laptop (x1), monitor (x2), and mouse (x1).

 

This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.

 

Internet speed requirements:

  • Upload Speed: >20 Mbps
  • Download Speed: >100 Mbps
  • Must be able to hardwire ethernet cable to internet modem/router.

 

Training Class/Start Date: 6/29/2026 (subject to change due to business needs)

  • Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position).
  • Training is approximately 7 weeks in total length. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.
    • Training Duration: Tier 1 Training: 3 weeks, Tier 1 call Lab 2 weeks, Tier 2 Training 1 week, Tier 2 Call Lab 1 Week

Training Schedule/Shift: 8 a.m. CT to 4:30 p.m. CT (subject to change due to business needs)

Regular Schedule/Shift: 

  • Your regular hours are Monday through Friday, 11:30 a.m. – 8:00 p.m. CT.
  • You will have one weekday off (for example, Wednesday), with Mondays excluded.
  • You will also work Saturdays, 8:30 a.m. – 5:00 p.m. CT.
  • Hours may change if business needs require it, and you’ll be notified in advance.
Qualifications

Education & Experience:

  • 2+ years of experience in customer service   
  • 2+ years of call center experience  
  • No degree required

 

 

Skills & Abilities:

  • Familiarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B) preferred OR Familiarity with retirement accounts and IRS rules and regulations (R&W) preferred
  • Familiarity with Salesforce/Service Cloud preferred
  • Bilingual language skills preferred
  • Energetic client service focused who is both accountable and reliable
  • Ability to learn and retain information while using a digital workflow to navigate the interaction and tools
  • Ability to connect with accountholders on a human level and assist them as needed with patience and empathy
  • Ability towork in a fast-paced, high-volume environment, taking up to 50 calls per day
  • Possesses strong written, keyboarding, and verbal communication skills
  • Ability to apply relationship building skills to internal and external clients
  • Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
  • Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
  • Proactive approach to resolving issues.
  • Active Listening Skills
  • Detail-oriented, organized, and dependable
  • Possess a cheerful attitude and be able to perform well in a collaborative team environment

 

 

Other Requirements:

  • Ability to work overtime when needed
  • Prolonged periods of sitting at a desk and working on a computer