Financial Customer Service Professional
About The Position
The Financial Customer Service Professional answers incoming telephone inquiries about retirement plans from participants, employers, and third-party plan specialists. This call center role provides customer service for retirement savings accounts and helps customers understand and manage their accounts. New associates receive paid training and ongoing coaching, with opportunities to develop a financial services career. The role does not involve cold calls or sales. The contact center is open until 10:00 p.m. Eastern. Shifts are assigned based on business need; the closing shift is generally the highest business need, and earlier shifts cannot be guaranteed. Associates must be available for a 40-hour work week outside traditional business hours, Monday through Friday, with an occasional Saturday, and may need to work overtime. For remote or hybrid work, associates need reliable high-speed internet with a wired connection and a home workspace where they can work and attend training without interruption. Internet service must be fiber, cable, or DSL, with at least 50 Mbps download and 10 Mbps upload. The computer must connect directly to a modem or router using an Ethernet cable. Necessary computer equipment, a headset, and training materials are provided. Associates may be required to work in the office if their home environment or internet connection is inadequate.
Requirements
- Be available to work 40 hours per week outside traditional business hours, Monday through Friday, with an occasional Saturday.
- Have an associate degree or higher and at least one year of customer service experience, or at least two years of customer service experience.
- Be fluent in both English and Spanish.
- Be able to work overtime as required based on business need.
- For remote or hybrid work, provide reliable fiber, cable, or DSL internet with a wired connection, at least 50 Mbps download and 10 Mbps upload, and a suitable home workspace.
Nice To Haves
- Financial services or call center experience.
- A passion for providing quality customer service.
- A desire to engage with customers over the phone.
- Ability to adapt communication style when serving a diverse customer base.
- Attention to detail and ability to learn and apply financial industry policies, processes, and procedures.
Responsibilities
- Provide excellent call center service to customers with retirement savings accounts.
- Educate and empower customers without making cold calls or sales.
- Communicate critical plan updates and changes.
- Process contribution changes, loans, and withdrawals.
- Process general account changes as directed by customers.
Benefits
- Medical, dental, vision, and life insurance.
- 401(k) plan with company matching contributions up to 6%, financial advisory services, potential company discretionary contribution, and a broad investment lineup.
- Tuition reimbursement up to $5,250 per year.
- Paid time off upon hire, ten paid company holidays, and three floating holidays each calendar year.
- Paid volunteer time of 16 hours per calendar year.
- Paid parental leave.
- Paid short- and long-term disability.
- Family and Medical Leave (FMLA).
- Non-sales positions may participate in a bonus program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
