Field inbound telephone inquiries regarding service related topics; utilize online tools to answer participant questions; accept and accurately process transactions including investment allocation changes,
transfers, loans & PIN re-sets ; perform quality review of all transactions processed to verify accuracy; document all interactions using the firm’s contact management software.
Build and enhance relationships with retirement plan
participants through effective issue resolution, professional and courteous exchanges, and plan provision education.
Take ownership of participant and plan related issues by researching account activity and interacting with various internal
parties to resolve the issue; promptly follow up with participants via outbound telephone calls; follow through with internal parties via telephone calls and email as needed.
Minimum 1 year of related
call center experience in a professional, customer service environment
Demonstrated ability to communicate effectively and professionally
Experience handling customer questions and addressing customer issues
and time-management skills
Strong verbal and written communication skills
Ability to work effectively within a team environment
Flexibility to work overtime and varied shifts as requested
401k Qualified Retirement Plan knowledge strongly preferred
Proficiency with Microsoft Office applications including Outlook, Word, & Excel
Bilingual (English & Spanish)
preferred but not required