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Participant Support Manager

RPG Consultants

in Valley Stream NY

RPG Consultants

Summary:
RPG Consultants, a full-service retirement planning, recordkeeping, administration and consulting firm located in Valley Stream NY (Long Island), is seeking qualified candidates for the position of Participant Support Manager. This is a full-time mid-level position and is available immediately.

Responsibilities:

  • Train and supervise a team of participant support representatives tasked with addressing telephone & e-mail (Freshdesk ticketing system) inquiries from retirement plan participants and processing benefit claims & distributions
  • Monitor calls and email traffic to ensure that accurate information is disseminated in a manner consistent with our company values
  • Ensure that all participant concerns or complaints escalated by the client services team are resolved in a timely and efficient manner
  • Research and resolve, in collaboration with other teams and departments, any technical issues reported to the support desk
  • Streamline procedures and develop standardized responses (in ticketing system) used to address inquiries and technical issues
  • Monitor the flow of benefit claim/distribution processing to ensure adherence to procedures and deadlines

Qualifications:

  • Perfect command of the English language, both written and spoken
  • Proficiency in Spanish is a plus
  • An undergraduate degree from a 4-year college/university is required
  • At least 3 years of customer service experience in retirement planning, recordkeeping or a related industry is required
  • Experience managing a customer service team in retirement planning, recordkeeping or a related industry is a plus
  • Experience with the Relius Administration recordkeeping software is a plus
  • Proficiency in MS Excel is required
  • The ideal candidate is attentive to detail, technical/computer-savvy, a self-starter and team motivator, possesses the drive to take ownership of the work and enhance procedures

The starting salary is negotiable based on experience, language skills, and a proven track record of excellent customer service and management in a retirement recordkeeping environment or related industry. Benefits include health Insurance (with add-on dental and vision), 401k with employer contributions, FSA medical and mass transit reimbursement plans. Telecommuting candidates will NOT be considered.

How to Apply

Please send cover letter (including salary requirements) and resume to hr@rpgconsultants.com.


This ad has been viewed 521 times. It expires on 8/4/2018.

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