Customer Service Representative

Inbound Customer Service Representative

Pay Rate: $20/hr

Work Mode:
Onsite Training

Location:

Warwick, RI

Class

Start Date:

November 23, 2026

Inbound customer service role for Defined Benefits/Retirement Income Solutions Dept.

• Support customers calling with questions related to defined benefit annuities or pensions.
• Provide clear explanations of policy details, payments, and account status.
• Complete account maintenance requests such as direct deposit and address changes.
• Handle beneficiary and death notifications and aid throughout the claims process.
• Explain complex financial information clearly and accurately.
• Multitask across multiple systems during live customer interactions.
• Use AI enhancements to complete job tasks.
• Handle sensitive financial information with professionalism and confidentiality.
• Demonstrate strong reliability through consistent attendance and adherence to schedules.

• High school diploma or equivalent (Associate's or bachelor's preferred).
• Minimum 2 years of customer service experience/call center experience (financial services strongly preferred).
• Minimum 1 year of experience with Windows-based operating systems (Microsoft Office Suite, etc.).

• Training will be conducted on-site at our Warwick, RI office.
• Five-week instructor-led training program followed by a two-week nesting period.
• Reliable attendance throughout the training period is mandatory.
• After successful completion of quality certification/assessment, the position will transition to working from home.
• An agent must work in the Warwick office at least one day per month.
• Agents experiencing system issues at home will be required to travel to the Warwick office until issues are resolved.

• A quiet place to work that is secure and free of distractions.
• High-speed internet with home office connected to the router using an ethernet cable. Hot spots are not allowed.

• Available to work Monday through Friday, between 8:00 a.m. and 9:00 p.m.
• Flexibility in shift assignments is required.
• Schedules after training are determined using a ranking system based on performance in training.
• Trainees will bid on offered schedules.