Description

Recognized eight times as a Chicago’s Best and Brightest Companies to Work For® and seven times as a National Best and Brightest Companies to Work For®, Wespath is seeking a talented individual to join our award-winning organization in the newly created role of Service Delivery Specialist - Customer Service Solutions in our Customer Service department.  

Serving The United Methodist Church for over a century; Wespath and its subsidiaries maintain one of the largest faith-based pension funds in the world, serving more than 100,000 active and retired clergy and lay employees of the Church. Wespath is an Equal Opportunity Employer that is committed to a diverse and inclusive company culture and does not discriminate against applicants and employees because of disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. 

In this hybrid role, reporting to the Customer Solutions Director, you’ll deliver personalized, high-quality support to retirement account participants with substantial account balances (over $850K). This role focuses on fostering lasting relationships, ensuring a seamless participant experience, and partnering across departments to resolve complex benefits and service matters. As the Specialist you’ll serve as a trusted resource—educating participants, enhancing satisfaction, and supporting Wespath’s mission to help participants achieve financial well-being. This position does not provide financial advice.

More specifically, as the Service Delivery Specialist – CSS you’ll:

Participant Relationship Management

• Service participants using first contact resolution for incoming calls and email inquiries utilizing multiple resources and systems.
• Conduct holistic, consultative, and educational discussions with participants based on their benefit eligibility and needs; educate participants with relevant information beyond their initial request.
• Proactively engage with participants by phone and/or video meetings multiple times a year to share information and maintain relationships, in partnership with the asset retention group at distribution and rollover points.
• Implement strategies to improve the overall service experience for the assigned participant group.
• Document participant interactions and key learnings to improve knowledge sharing and consistency in service delivery.

Operational Excellence

• Monitor incoming requests for the participant group and coordinate with internal teams to ensure timely completion.
• Maintain a deep understanding of retirement, welfare, and health and wellness plan offerings, investment options, and related regulatory requirements as well as Wespath processes and tools.
• Leverage CRM and data management tools to track engagement, follow-up activity, and participant satisfaction.
• Track performance metrics and provide regular reports on outreach campaigns, participant satisfaction, and related outcomes.

Collaboration & Continuous Improvement

• Provide input on participant engagement and asset retention campaigns; identify when supplemental materials may be needed for unique participant needs.
• Collaborate with management and Learning & Development staff to enhance participant support based on lessons learned.
• Identify and propose process improvements and service innovations that strengthen the participant experience.
• Partner with cross-functional teams to align service delivery with organizational goals and participant retention strategies.

Service Delivery Specialist - Compensation and Benefits:

• Medical, dental, vision and well-being benefits from our HealthFlex Exchange on day one!
• 8% employer contribution to retirement plan with an additional match up to 2% on day one!
• 22 days of PTO + 12 paid holidays
• Hybrid work environment (Office is located in Glenview, IL; will need to be in office on Tuesdays and Wednesdays and as otherwise needed.)
• Free financial planning assistance from EY
• Paid parental leave
• Tuition reimbursement and other development opportunities
• The compensation range for this position is $80,000-$88,000 with a bonus opportunity and customary benefits. Final compensation will be based on the hired applicant’s qualifications (education, training and/or experience related to this role), and as such, may fall outside the range shown.

Requirements

Minimum Requirements/Qualifications:

• Bachelor’s degree or equivalent work experience.
• Demonstrated experience effectively addressing customer needs, including escalation management and proactive follow-up.
• Experience in retirement planning, financial advising, or retirement benefits administration.
• Strong analytical and reporting skills with the ability to interpret participant data to drive outreach and satisfaction improvements.
• Flexible scheduling to accommodate participant availability outside standard business hours (Monday–Friday).

Preferred Requirements/Qualifications:

• Experience working within a regulated or fiduciary environment.
• 3–5 years of experience in retirement services, financial wellness, or customer relationship management for high-value or institutional clients.
• Demonstrated success in relationship building and delivering a personalized, consultative service experience.
• Experience translating complex benefits and investment information into clear, actionable education for participants.
• Familiarity with CRM systems (Salesforce or similar) for tracking engagement and managing participant portfolios.