Retirement Customer Support Specialist

Protective•Birmingham, AL

36d•Hybrid

About The Position

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. Are you looking for a career and not just a job? If you are and want to grow within a company, our Retirement Customer Support positions are a great way to launch or to pivot your career. These are challenging roles where you will handle a wide variety of issues for our customers using technology and your critical thinking skills. The Retirement Customer Support team delivers an exceptional customer experience via answering phone calls and emails for all retail retirement contract owners and financial advisors. Our Specialists are responsible for professional, accurate, and responsive contact resolution with a managed-money approach and mindset. Primary Job Function: Retirement Customer Support Specialists communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude. Our Specialists utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment. Retirement Customer Support Specialists are responsible for accurately documenting and resolving requests for account information and updates. This individual understands the digital customer experience and educates customers about easier and more efficient ways they can resolve future requests. Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products. Consistently meets or exceeds established individual and team metric goals.

Requirements

High school diploma/equivalent required
Proficiency in a Windows based environment (Office 365 & Microsoft Teams) required
Strong client focused and managed-money mindset required

Nice To Haves

Prior customer service or Contact Center experience preferred
An associate or bachelor’s degree preferred
Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) preferred
Annuity industry knowledge and experience a plus

Responsibilities

Communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude.
Utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.
Accurately document and resolve requests for account information and updates.
Understand the digital customer experience and educate customers about easier and more efficient ways they can resolve future requests.
Accurately and efficiently take and process allocation change instructions within our variable products.
Consistently meet or exceed established individual and team metric goals.