Financial Customer Service Representative
The Financial Customer Service Representative is responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third-party plan specialists.
ESSENTIAL FUNCTIONS:
- Answer incoming telephone inquiries including, but not limited to, requests for general account information, concerns related to contributions and withdrawals, how to make changes to an account, product information and tax questions. Complexity and scope of questions based on level.
- Assist participants through the navigation of the automated voice response system as well as the Web Site.
- Submits requests for research and follow-up if needed after the initial call.
- May be required to make outbound calls if necessary. Expectation determined by level.
- Review, comprehend and implement all new communication regarding plan updates and changes.
- Run disbursement quotes, respond to managerial feedback, and attend meetings and training sessions.
- In addition to answering caller inquiries, representatives will provide callers with education regarding retirement readiness.
- Consistent adherence to work schedule and punctuality required.
- Overtime may be required.
QUALIFICATIONS:
- Associate degree in business or related field preferred.
- With no degree, an additional one to two years directly related experience is required
- 1 year of customer service experience, preferably in a financial service-related field.
- FINRA fingerprinting required
WHAT WILL YOU DO
Work in collaboration with a team of associates and launch your financial services career in our call center! New to the industry? No problem. Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory. Partner with our team and clients to:
- Provide excellent service within our call center for our customers’ retirement savings accounts
- Educate and empower our customers without having to make cold calls or sales
- Communicate critical plan updates and changes
- Process contribution changes, loans, and withdrawals
- Process general account changes upon direction from the customer
WHAT WILL YOU BRING
- Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday
- Associates degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience
- Capability to work overtime as required based on business need
WHAT WILL SET YOU APART
- Financial Services or call center experience
- A passion for providing quality customer service
- Desire to engage with customers over the phone
- Capability to adapt communication style while servicing our diverse customer base
- Attention to detail and ability to learn and apply financial industry policies, processes, and procedures
Required Minimum Internet Specifications:
To ensure you are set up for success, you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to attend training and work without interruption. Other necessary computer equipment, headset and training materials will be provided.
Minimum service level of 50Mbps download and 10Mbps upload to ensure the best voice quality
Associates are required to connect their computers directly to a modem or router using an Ethernet cable to ensure consistent voice quality.
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***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***