Customer Care Representative

State of Ohio • Columbus, OH

8d • Onsite

About The Position

Provides assistance and information to callers on the CollegeAdvantage Customer Information Hotline regarding Ohio's 529 college savings program. Utilizes specialized knowledge of CollegeAdvantage, 529 industry, investments, and mutual funds to effectively communicate information and financial concepts in responding to inquiries and questions. This includes providing information related to investment options, contributions, exchanges, rollovers, withdrawals, refunds, and transfers. Assists customers with understanding program rules and regulations, as well as fee structures and tax implications. Accesses customer accounts, provides account information, resolves routine issues and/or complaints, and assists customers in navigating the website. Promotes Ohio Tuition Trust Authority services and marketing initiatives to ensure positive client relations. Fulfills requests for informational materials. May address customer issues through written and electronic correspondence. Provides outbound calls to prospective and current CollegeAdvantage customers offering assistance and providing follow-up regarding establishment and on-going maintenance of accounts (e.g., incomplete account applications, new established accounts, first-time withdrawals, roll-overs, etc.). Performs customer service processing functions, including entering, maintaining, updating, and correcting customer account information.

Requirements

• High School Diploma or GED
• Data entry experience
• Two years customer service in an inbound call center environment
• Authorized and able to work in our Columbus, Ohio office.

Nice To Haves

• Completion of Associate or Bachelor's Degree
• Familiarity with financial products (banking/investments)
• Experience with ACD phone systems

Responsibilities

• Provides assistance and information to callers on the CollegeAdvantage Customer Information Hotline regarding Ohio's 529 college savings program.
• Utilizes specialized knowledge of CollegeAdvantage, 529 industry, investments, and mutual funds to effectively communicate information and financial concepts.
• Responds to inquiries and questions related to investment options, contributions, exchanges, rollovers, withdrawals, refunds, and transfers.
• Assists customers with understanding program rules and regulations, fee structures, and tax implications.
• Accesses customer accounts, provides account information, and resolves routine issues and/or complaints.
• Provides assistance in navigating the website.
• Promotes Ohio Tuition Trust Authority services and marketing initiatives.
• Ensures positive client relations by providing high-quality assistance.
• Fulfills requests for informational materials.
• Addresses customer issues through written and electronic correspondence.
• Makes outbound calls to prospective and current CollegeAdvantage customers offering assistance and providing follow-up regarding account establishment and maintenance.
• Performs customer service processing functions: enters, maintains, updates, and corrects customer account information.

Benefits

• Medical Coverage
• Dental, Vision and Basic Life Insurance
• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave
• Employee Development Funds
• Ohio Public Employees Retirement System (OPERS)
• Deferred Compensation (Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED