Teams at Forge

Serve as first point of contact for clients managing self-directed retirement accounts via chat, phone, and email. Educate customers, troubleshoot issues, provide proactive recommendations, guide inquiries to resolution, and collaborate with internal teams to ensure satisfaction and retention.

Process inbound cash and asset transfers for retirement accounts: review documentation, submit requests to custodians, track statuses, communicate with investors, resolve discrepancies, and support onboarding/account maintenance and internal operational projects.

Lead and develop an End User Services/Helpdesk team delivering IT support across a hybrid SaaS environment. Oversee day-to-day operations, SLAs, KPIs, incident escalation, vendor/licensing management, and cross-functional collaboration with infrastructure and security to improve service delivery and employee productivity in a regulated financial environment.