Retirement Plan Service Associate

Job Description Summary

Provides standard client support services, assisting internal associates and/or Financial Advisors in researching and resolving escalated issues. Recommends solutions to moderately complex problems. Extensive contact with internal customers.

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in one of the following locations:
Memphis, TN; or Southfield, MI.

Your initial working hours will be from 10:30 AM to 7:00 PM.

Training is comprehensive and will take place from 8:30 AM to 5:00 PM, lasting approximately three months. This will prepare you thoroughly for your role.

During our peak period from November to April, mandatory overtime is required. You will receive compensation at a rate of 1.5 times your regular hourly rate for any overtime hours worked.

• Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.
• Interprets rules and regulations by applying retirement plan knowledge.
• Assist with various requests for information, referring more complex matters to colleagues.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle simple customer inquiries.
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Enter data into standard branch systems, reviewing and verifying it for accuracy.
• This includes handling and documenting counter transactions.
• Maintain files and records.
• Organise own work schedule each day in line with changing priorities.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
• Typically works under close supervision.
• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers.
• Applies an understanding of the business environment and objectives to develop solutions under supervision.
• Meet high customer service standards.
• Understand and effectively operate all customer management systems.
• Perform data analysis for use in reports to help guide decision making.
• Select, deploy and get the best results from the most appropriate office system.
• Recognize sales opportunities during service interactions to enhance overall customer service.

• Retirement plans including various legal documents

• Organizational and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.
• Operating call center software applications.
• Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Supports business processes by applying an understanding and effective use of standard office equipment and…