Customer Service Representative – Retirement

This is a fully remote position, open to applicants in Connecticut, +3 more states.

📋 Description

• Respond to incoming calls, averaging between 60 and 90 each day.

• Manage callbacks and email communications from plan participants, beneficiaries, financial professionals, and plan sponsors.

• Address customer service inquiries and concerns related to retirement plans.

• Act as a subject matter expert, educating customers about retirement plans.

• Conduct research across various systems, databases, platforms, and software to resolve issues.

• Provide precise and comprehensive information regarding retirement plans.

• Achieve or surpass call metrics, quality standards, and other performance objectives.

• Establish rapport with customers while showcasing flexibility and responsiveness during problem resolution.

• Identify and suggest process enhancements and organizational initiatives.

• Operate in a structured, team-oriented call center environment.

• Work Monday through Friday during call center hours from 8:00 AM to 8:00 PM EST; post-training schedule is from 11:15 AM to 8:00 PM EST.

• Participate in eight weeks of training from Monday to Friday, 8:30 AM to 5:15 PM EST.

• Potentially assist with intricate website issues and plans involving service level agreements as part of career advancement.

⛳️ Requirements

• High School Diploma or GED required.

• 0-1+ years of relevant experience.

• Excellent written and verbal communication skills.

• Ability to collaborate with others in a fast-paced, team-oriented setting.

• Quick learner of complex systems and product knowledge.

• Capability to navigate multiple systems, databases, platforms, and software while engaging with customers.

• Flexibility and adaptability to changing business needs.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Minimum internet bandwidth of 12 Mbps for working from home; 25 Mbps preferred.

• Proficiency in both English and Spanish for bilingual opportunities.

• Must adhere to scheduled hours and closely follow scheduled breaks and lunches.

• Willingness to work overtime as required during peak periods.

🏝️ Benefits

• Several weeks of paid training, coaching, and development opportunities.

• Clearly defined career path and development program.

• Leadership development and virtual training opportunities available.

• Paid time off and parental leave.

• Competitive 401K and employee benefits package.

• Access to free financial counseling, health coaching, and employee assistance programs.

• Tuition assistance program to support further education.

• Flexible work arrangements tailored to your needs.

• Effective productivity and technology tools along with training.

• Eligibility for the annual incentive program.

• Potential for long-term incentives and sales bonuses.

• Comprehensive standard benefits package.