Customer Service Representative, Retirement

• Answer inbound calls averaging 60–90 calls per day, callbacks and email correspondence
• Support plan participants, beneficiaries, financial professionals and plan sponsors
• Address customer service inquiries and concerns regarding retirement plans
• Educate customers about retirement plans and provide accurate, detailed information
• Research multiple systems, databases, platforms and software to resolve issues
• Meet or exceed call metrics, quality goals and other key performance goals
• Build rapport with customers and demonstrate professionalism under high call volume
• Identify and recommend process improvements and organizational initiatives
• Complete eight weeks of onsite classroom training in Fort Wayne
• Work post-training from home during the 11:15am–8:00pm EST schedule
• Work overtime as needed during peak volumes
• Progress toward troubleshooting complex website issues and supporting plans with service level agreements

• High School Diploma or GED
• 0-1+ Years of general experience
• Strong written and verbal communication skills
• Ability to work in a fast-paced, team environment
• Ability to quickly learn complex systems and product knowledge
• Ability to navigate multiple systems, databases, platforms and software while engaging in customer conversations
• Computer navigation experience, ideally using a laptop and dual monitors
• Adaptability and flexibility as business needs change
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Designated safe, healthy, professional and secure home workspace required post-training
• Internet bandwidth of at least 12 Mbps required for work from home
• Must be available on camera and actively working during scheduled hours
• Must not use work-from-home hours for childcare, dependent care or other unapproved activities
• Fluent English and Spanish verbal and written proficiency for bilingual pay differential

Demonstrates strong communication skills and the ability to educate customers about retirement plans while effectively navigating multiple systems and databases. Proficient in Microsoft Office Suite and adaptable to changing business needs in a fast-paced environment.

• Strong Written And Verbal Communication Skills
• Proficiency With Microsoft Office Suite
• Ability To Navigate Multiple Systems And Databases
• Fluent English And Spanish Proficiency
• Customer Service Experience

• Customer Service
• Call Handling
• Troubleshooting
• Process Improvement
• Complex Systems Navigation

• Adaptability
• Team Collaboration
• Professionalism
• Rapport Building

• High School Diploma
• GED

• Retirement Plans
• Call Metrics
• Service Level Agreements
• Onsite Training
• Work From Home

• Microsoft Office Suite
• Multiple Databases
• Customer Relationship Management Software