Senior Associate, Participant Services

Mutual of America • Phoenix, AZ

2d • Hybrid

About The Position

The Participant Services division is based out of Phoenix, AZ. The Associate will respond to Participant Services inbound calls from Mutual of America participants, contract holders, and prospective customers. One must have an active series 6 FINRA license to be considered.

Requirements

• Working hours will be between the following hours of operation: March through November Monday through Friday 6 AM to 6 PM, 1 hour lunch break November through March Monday through Friday 7 AM to 7 PM, 1 hour lunch break
• Active FINRA SIE and Series 6 licenses
• Excellent organizational and analytical skills
• Strong problem-solving skills
• Strong communication, both written and verbal
• A patient and empathetic attitude
• Great active listening skills
• Comfortable working in a fast-paced environments

Nice To Haves

• Bachelor’s or equivalent college degree
• Bilingual in Spanish
• 2 years prior customer service or call center experience in the financial services industry

Responsibilities

• Responds to incoming calls, answers questions relating to company products, and provides general customer assistance such as online access, form completion and provides status updates on withdrawals and rollovers from customer retirement savings accounts (401K, 403b, etc.) in a fast-paced inbound call center environment.
• Validate withdrawal claims through the 800-Line and submit them directly to the Processing Center accurately and in a timely manner.
• Research and communicate to participants reasons for withdrawal form rejection, assist with proper completion of withdrawal forms.
• Fulfills phone requests for product and plan literature, quarterly statements, 1099 requests, withdrawal forms, etc.
• Updates Salesforce system with all case notes as required.
• Assist with Loan Administration calls and status updates for participant inquiries on how to model a loan, complete a loan application, questions regarding loan payments, loan amounts available and status of loan application processing from retirement savings accounts.
• Assist with Beneficiary Claims calls and status updates for participant inquiries regarding benefits from deceased participants retirement savings accounts.
• Refers callers to the Rollover department for sales opportunities or Regional Offices for specialized assistance.
• Assists with the processing of financial and non-financial transaction requests received via mail and email.
• Assist and/or troubleshoot password resets for online account access and transactions.

Benefits

• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
• 401(k) Match: You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions. A non-elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
• Parental Leave: 8 weeks fully paid
• Paid time off: 20 days plus two floating personal holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree