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Rep, Customer Service - Retirement Plans

Ameritas

(Remote)

This position is remote and does not require regular in-office presence.

At Ameritas, our mission is Fulfilling Life. We do that in many ways, but especially by helping people invest in themselves by offering trusted financial products and advice. Because we believe everyone should be happy, healthy and financially secure, we work hard to provide trusted financial products and valued guidance, including individual life and disability insurance, employee benefits, retirement planning, investments, and wealth management services.

This position is responsible for supporting service delivery by using established knowledge of company products and processes as well as by conducting basic analysis to process and support service-related tasks. The incumbent will work under limited supervision and may provide guidance to entry level associates or peers.

What you do

• Answer all inquiries in a professional manner.
• Maintain an understanding of the requirements relating to retirement plan participants.
• Educate retirement plan participants on available distribution, rollover, and consolidation options and assist participants throughout each process.
• Assist participants in accessing their account on-line; assist in resolving retirement plan participants' requests.
• Assist in participant education regarding on-line functionality (i.e. on-line enrollment, transfers, loans and withdrawals)
• Become a stakeholder in the future of our organization by identifying process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service.
• Protect assets by adhering to all applicable regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines.
• Produce professional correspondence and demonstrates professional verbal communication and customer service skills.
• Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate. * Investigate and resolve participant issues and share the results with appropriate parties. Provide written instructions to involved parties.
• Maintain the confidentiality of the retirement plan participant to protect and insure compliance with policy and procedures.
• Maintain a very global level of knowledge in Retirement Plan areas (New Business, ERISA
• Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas.
• Effectively coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department.
• Other duties as assigned.

What you bring

• H.S Diploma or GED
• College degree preferred
• 1-2 years' customer service experience and previous contact center experience required
• Retirement Plans Experience preferred
• Special skills or knowledge:
  • Required: Proficient written and oral communication skills. Must be able to manage a number of priorities at one time while working within required deadlines. Proficient customer focus with excellent interpersonal skills. Ability to assume ownership and ability to work within a team environment. Must have a high level of curiosity and show willingness to learn new methods, procedures. 
  • Preferred: Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration. Proficiency with Microsoft Office products (Word, Excel and PowerPoint). ASPPA exams or equivalents. Knowledge of OMNI, Relius and recordkeeping systems.
  • Bilingual in Spanish and English preferred.
• Some OT required - Must be willing to work 9-6p EST or 8-6p EST with 30-minute lunch

What We Offer

• Our company motto is “Fulfilling Life” and we take that job seriously, with a heavy commitment to volunteering and community support, employee well-being, and providing quality products and services that help our customers create a brighter future.
• Being a mutual-based organization, the return on our investment goes back into the company, to benefit our members/customers.
• We’re committed to professional development, opportunity, inclusion and diversity. Team building and collaboration are also priorities.
• A total rewards package with all the comprehensive health and welfare benefits you’d expect, including competitive pay and incentives, 401(k), flexible work schedules and time off to care for yourself and others.
• Additional popular benefits, including tuition reimbursement, and student loan repayment, an incentivized well-being program, adoption assistance, paid time off for volunteering, training and career development opportunities.

An Equal Opportunity Employer

Ameritas has a reputation as a company that cares, and because everyone should feel safe bringing their authentic, whole self to work, we’re committed to an inclusive culture and diverse workplace, enriched by our individual differences. We are an Equal Opportunity/Affirmative Action Employer that hires based on qualifications, positive attitude and exemplary work ethic, regardless of sex, race, color, national origin, religion, age, disability, veteran status, genetic information, marital status, sexual orientation, gender identity or any other characteristic protected by law.

How to Apply

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