Customer Service Representative, Retirement

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Alternate Locations: Fort Wayne, IN (Indiana);
Charlotte, NC (North Carolina);
Greensboro, NC (North Carolina);
Hartford, CT (Connecticut);
Omaha, NE (Nebraska);
Radnor, PA (Pennsylvania);
Work from Home

Work Arrangement:

Remote :
Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance:is not available for this opportunity.

Requisition #:76718

As a Customer Service Representative, you will serve as the primary point of contact for individuals who have questions or concerns regarding their retirement plan. You will serve as a subject matter expert and educate them about the retirement plan using excellent customer service and problem-solving skills to create a positive experience. This opportunity will provide insight into the world of retirement plan operations while gaining new skills through a defined career pathing and development program.

See the role in action! Please  to watch a realistic job preview!

• You will answer inbound calls which can average typically anywhere from 60-90 calls per day, call backs and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professional and plan sponsors, addressing customer service inquiries and concerns.
• You will work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution.
• You will meet and/or exceed all established key performance goals including call metrics and quality.
• You will build rapport with and educate our customers about their retirement plan while researching multiple systems, databases, platforms and software.
• You will provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer’s needs and demonstrating flexibility and responsiveness through problem resolution.
• You will demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities and rapid change.
• You will identify and recommend process improvements and organizational initiatives to positively influence the team and quality.
• Training
  
  Schedule:
  
  Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks.
• Regular
  
  Schedule:
  
  Call center hours are 8:00am – 8:00pm EST Monday – Friday; post training schedule will be 11:15am – 8:00pm EST.
  • Must adhere to scheduled breaks/lunches as you are required to follow these closely.
  • Will work overtime as needed during peak volumes.
• Progression in role may include assisting customers in troubleshooting complex website issues as well as supporting customers in plans with…