Account & Client Consultant - Retirement Plans

Ameritas•Lincoln, NE

3d•Remote

About The Position

Seeking a Client Services Consultant to join our Client Service Team’s Contact Center and drive the business primarily acting as a liaison between the retirement plan agent, client, and internal partners. The ideal candidate will develop and maintain a professional and positive relationship with retirement plan clients and ensure that all required services are provided to the client. This position is remote (within the U.S.A.) and does not require regular in-office presence.

Requirements

Associate's Degree (preferably in business, finance, or some other relevant major) or equivalent experience required
Less than 2 years Related Experience required
Relevant experience in the retirement plans industry required (client service experience preferred).
Strong written and oral communication skills required.
Ability to manage priorities and meet required service level goals.
Strong customer focus with excellent interpersonal skills required.
Proficiency with Microsoft Office products (Word, Excel and PowerPoint) required.
Willingness to work until 6p EST.

Nice To Haves

Bachelor's Degree or equivalent experience preferred
Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration desired.

Responsibilities

Manage large amounts of inbound calls in a timely and friendly manner.
Identify customers’ needs, clarify information, research issues, and provide solutions
Demonstrate ability to remain calm and in control in high stress situations and handle difficult situations/personalities
Ability to be flexible and shift focus quickly to enhance the client experience
Consult with retirement plan clients, agents, and TPA’s, to help evaluate problems and complaints of the callers and provide proper solutions to them
Guide callers through troubleshooting, navigating the company website or using the products and services
Research needed information using available resources and follow-up on client calls via phone or email as appropriate
De-escalate situations involving concerned customers, offering patient assistance and support
Provide detailed and relevant notes from client interactions report on customer feedback
Improve the client experience by offering a positive interaction over the phone or email.
Support a communicative and collaborative team environment.
Promote a professional and positive image of Ameritas Retirement Plans
Develop and nurture plan sponsor, agent, and TPA relationships
Support and drive client service initiatives, and maintain risk awareness and regulatory knowledge
Willingness to have calls and emails evaluated or monitored for coaching and quality assurance purposes
Must be open to feedback and demonstrate an enthusiasm to learn
Coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures, identify inefficiencies, and provide solutions.