Retirement & Wealth - Call Center Agent (Remote)

Inspira Financial • Oak Brook, IL

5h • Remote

About The Position

The position is responsible for direct verbal and written communications with Automatic Rollover/Direct Rollover/Non-Retirement Accountholders, Plan Sponsors, Record-Keepers, and Third-Party Administrators in the Individual Investor Services Savers Department. This role requires the candidate to handle high call volume daily. The role also assumes the primary responsibility of interacting with all the necessary internal departments to resolve client requests or answer any inquiries related to their account activity and investments. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our clients and firm associates.

Requirements

• 2+ years of experience in customer service
• 2+ years of call center experience
• No degree required
• Ability to work overtime when needed
• Prolonged periods of sitting at a desk and working on a computer
• Upload Speed: >20 Mbps
• Download Speed: >100 Mbps
• Must be able to hardwire ethernet cable to internet modem/router.

Nice To Haves

• Familiarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B)
• Familiarity with retirement accounts and IRS rules and regulations (R&W)
• Familiarity with Salesforce/Service Cloud
• Bilingual language skills
• Energetic client service focused who is both accountable and reliable
• Ability to learn and retain information while using a digital workflow to navigate the interaction and tools
• Ability to connect with accountholders on a human level and assist them as needed with patience and empathy
• Ability to work in a fast-paced, high-volume environment, taking up to 50 calls per day
• Possesses strong written, keyboarding, and verbal communication skills
• Ability to apply relationship building skills to internal and external clients
• Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
• Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
• Proactive approach to resolving issues.
• Active Listening Skills
• Detail-oriented, organized, and dependable
• Possess a cheerful attitude and be able to perform well in a collaborative team environment

Responsibilities

• Handle a high volume of incoming and outgoing client phone calls.
• Respond to email, voicemail, and chat inquiries from clients.
• Understand and be able to articulate the account opening, distributions, and investment process to clients.
• Assist clients in ensuring that all required forms are fully completed.
• Handle troubleshooting inquiries in regards to Web and Online issues.
• Provides educated answers with regards to IRA’s, and IRS Codes.
• Maintain a professional approach to client service, consistent with protocol and service levels.
• Other duties as assigned.

Benefits

• Equipment will be provided: docking station (x1), headset (x1), keyboard (x1), laptop (x1), monitor (x2), and mouse (x1).
• Training is paid
• PTO accrues while in the training period

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed