The Participant Plan Services Representative will assist retirement plan participants with inquiries received from incoming calls, website submissions internal teams, etc. This individual will also act as a resource person for problem resolution concerning participant issues. Communicate with other BCG departments to attain and/or provide information. Interact with plan participants and internal departments in a professional and timely manner.

Use detailed knowledge and skills obtained through on-the-job training to administer the establishment and maintenance of new and existing participant accounts. Also, facilitate problem resolution, document processing, and operations support. Follow established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision-making responsibility. Provide excellent customer service, professionalism and efficient support to internal and external customers.


  • Review, update and service participant accounts based upon incoming individual requests.
  • Answers all incoming participant calls regarding account inquiries to the account and/or plan type.
  • Maintains accurate records/notes to ensure all plan requests are completed within regulated time allotment.
  • Provide support and direction regarding required individual operational processes, polices and timeframes.
  • Assists management in identifying procedures and policies that are outdated or ineffective.
  • Assists management to improve department productivity through participation in unit meetings, ongoing training and self-development.
  • Maintains and files monthly statistical reports for the incoming participant website inquiries.
  • Performs general clerical activities, including faxing, copying and letter writing.
  • Assists other areas of the department with various functions when volume is high and/or staffing levels are low.
  • Performs other duties and responsibilities as assigned.


  • Complete incoming work assigned
  • General understanding of job functions within Operations.
  • General understanding of various industry rules and regulations that must be followed for all plan/product types.
  • Basic office practices, procedures, and methods.
  • Organizational and time management skills to prioritize workflow and ensure duties are completed by deadlines.
  • Reasoning and problem-solving skills to research and resolve general participant inquiries.
  • Communication skills and professional demeanor to interact with all levels of management, other associates and internal teams.
  • Work independently and in a team environment.
  • Work within time deadlines, workflow volume changes, and telephone/associate inquiries.
  • Learn and apply new information, skills, and processes, quickly including the various regulations, back office systems and imaging system.
  • Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
  • Provide a high level of customer service.
  • Keep current with basic knowledge of retirement laws and regulations.
  • Return participant voicemails and/or emails within departmental response guidelines.
  • Conduct interaction with participant in a professional and knowledgeable manner
  • Answer participant calls / inquiries with a resolution or status update in a timely manner.



Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow.  And with our broadened mission has come corporate growth:  We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs.  We help educators identify their financial goals and develop plans to achieve them.  This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

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