Customer Service Representative

Smart IMS • El Paso, TX

17d • Onsite

About The Position

As a Customer Service Representative, you will work with the Retirement Services Operational Support Team, a department within Tier 2 of Client Services & Support (CS&S). Retirement Services OST provides expertise on complex product and service questions about retail IRAs (i.e., Traditional, Roth, Inherited IRA, Educational Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/ QKEPA, i401k). We also process several retirement account transactions such as distributions, Roth conversions, and changes to tax withholding elections. We inspire client loyalty by providing specialized guidance and solutions to fulfill client needs and we place heavy emphasis on employee development and collaboration.

Requirements

• Strong technical skills, including knowledge of Windows (XP), internet searching, database systems (Excel), email (Outlook), and Microsoft Teams.
• De-escalation skills.
• Excellent customer service skills.
• Hi-volume call center experience in Financial Industry.
• Passion for service with strong client-focus and the desire to help people.
• Strong communication and relating skills with the ability to navigate and explain complex subjects such as IRS rules and regulations to clients.
• Ability to work a flexible shift in response to business demand.
• Positive attitude, enthusiasm, professionalism, adaptable mindset, and strong work ethic with high level of integrity and ethics.
• Well-developed organizational, time management, prioritization, and analytical skills.
• The ability and desire to work cooperatively with team members.
• Ability to set challenging goals and focus on achieving or exceeding them.
• Proven leadership skills and experience.
• Demonstrated desire to lead as well as challenge yourself to learn and grow in Retirement Services.

Responsibilities

• Provide expertise on complex product and service questions about retail IRAs and small business retirement plans.
• Process retirement account transactions such as distributions, Roth conversions, and changes to tax withholding elections.
• Provide specialized guidance and solutions to fulfill client needs.
• Work cooperatively with team members.
• Set challenging goals and focus on achieving or exceeding them.
• Lead and challenge yourself to learn and grow in Retirement Services.

What This Job Offers

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