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Retirement Call Center Specialist

Alerus Financial

in Albert Lea MN / Arden Hills MN

Our growing organization is seeking talented professionals who are in search of a challenging and rewarding work environment! We are currently hiring a Retirement Call Center Specialist in our Arden Hills or Albert Lea, MN office to assist our participants with inquiries. This position will be responsible for taking a wide range of incoming calls from both retirement plan participants and plan sponsors. Call center specialists troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries. 

JOB FUNCTION NUMBER 1: Client Service – 70%

  • Answer telephone and email inquiries from retirement participants promptly and courteously. Show respect and patience to all participants. Respond to telephone requests within 2-3 hours. Calls will cover a wide range of topics, including plan specific provisions, IRS and DOL regulations surrounding retirement plans, contributions, distributions, vesting, fund transfers, reallocations, investment election changes, and more.
  • Provide professional, accurate and clear communication.
  • Understand and clearly communicate inquiry and transactional use of the Alerus website and voice response system.
  • Understand and communicate basic provisions of plan documents, adoption agreements and loan policies to clients and participants.
  • Handle exchange of information, technical questions, and client concerns confidently and independently.
  • Meet service standards. Proactively notify manager if standards will not be met.

JOB FUNCTION NUMBER 2: ARS processing functions – 10%

  • Fund to Fund transfers including investment elections.
  • Accurately and timely entering in current business enrollment forms.
  • Beneficiary entry.
  • Deferral rate entry.
  • Stop pay / reissue requests.
  • Returned checks / 1099R’s.
  • Monitor and answer Call Center and email questions and respond to both within 2-3 hours.
  • Monitor calls for potential IRA referrals.

JOB FUNCTION NUMBER 3: Resource & Financial Management - 10%

  • Meet the company’s annual client retention rate goal.
  • Establish work objectives and priorities to perform work in a cost-effective manner.
  • Use company resources appropriately to maintain expenses within budget.
  • Make recommendations for ways to increase productivity, reduce system usage and staff overtime. 

JOB FUNCTION NUMBER 4: Technical and Professional Development – 5%

  • Attend and participate in department training programs and meetings.
  • Complete training in a timely manner.
  • Develop proficiency on systems including OmniPlus, Admin Access, Microsoft Word and Excel in order to accurately and efficiently complete daily activity.
  • Identify personal training needs.
  • Assist in developing and maintaining procedures.
  • Increase personal knowledge and expertise in plan regulation and administration. Pursue a program of continuing education through course work, meetings and reading to maintain and enhance professional skills.

JOB FUNCTION NUMBER 5: Department Support and Teamwork - 5%

  • Complete projects at direction of manager.
  • Foster a positive work environment and support co-workers in achievement of departmental goals.
  • Treat all co-workers with professionalism and respect.
  • Recognize and celebrate individual/team accomplishments.

Alerus offers a challenging and rewarding work environment as well as competitive compensation and a comprehensive benefits package which includes health, dental, vision, paid time off & holidays, retirement benefits, and more!

Alerus is a customer-driven financial services company unlike any other. We are an independent, multibillion-dollar financial services organization serving customers across the country and around the world. We offer a broad array of banking and wealth management products and services. Our knowledgeable staff assists our customers in identifying and attaining their financial goals.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

How to Apply

For more information regarding the responsibilities and qualifications for this opportunity or to apply, visit our website at

Go to “View Jobs” and then select the position titled “Retirement Call Center Specalist”.  Refer to ID 17-0070 when applying.

We look forward to reviewing your application and thank you for your interest in Alerus Financial!

Visit our web site.

This ad has been viewed 522 times. It expires on 4/21/2018.

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