Description

This position will follow our hybrid work model. We expect the selected candidate to work 2-3 days a week at one of our corporate offices in St. Petersburg, FL, Memphis, TN, or Southfield, MI.

Shift Hours: Your initial working hours will be from 10:30 AM to 7:00 PM. Based on performance and operational needs, you may be able to shift to an earlier schedule of 8:30 AM to 5:00 PM in the future.

Training Hours: Training is comprehensive and will take place from 8:30 AM to 5:00 PM, lasting approximately three months. This will prepare you thoroughly for your role.

Overtime: During our peak period from November to April, mandatory overtime is required. You will receive compensation at a rate of 1.5 times your regular hourly rate for any overtime hours worked.

Job Summary:

As a Retirement Plan Service Associate, you'll play a crucial role in our vibrant call center environment, helping branch personnel navigate retirement plan queries with expertise and ease.

In this role, you'll leverage your learned skills and on-the-job training to provide top-notch customer service. You'll educate and assist branch callers, ensuring they receive comprehensive support and guidance. Additionally, you'll take on the role of a specialist for complex financial transactions, evaluating, approving, and executing critical retirement operations in client accounts.

Essential Duties and Responsibilities:

• Promptly answer phone and email inquiries to address client issues.

• Accurately diagnose problems and offer solutions that comply with IRS regulations.

• Apply your understanding of rules and regulations to interpret retirement plan details effectively.

• Process financial transactions with precision.

• Conduct thorough audits of account activities to ensure they meet regulatory standards.

• Review client requests for corrections and advise branch personnel on the appropriate actions.

• Stay updated on retirement plan rules and regulations through internal and external resources and continuous training.

• Work with other internal departments to research and resolve issues.

• Contribute to an environment of continuous improvement by providing regular feedback on processes and procedures to the leadership team.

• Assist in the on-the-job training of new associates, providing support and guidance.

• Monitor daily reports of individual productivity to assess personal performance.

• Perform other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities:

Knowledge of:

• Familiarity with various legal documents related to retirement plans.

• Understanding of general office practices and procedures.

• Proficient in Microsoft Office Suite, including Word for document creation, Excel for spreadsheets, Access for database management, and Outlook for email communications.

Skill in:

• Strong ability to prioritize workload, manage multiple tasks, and meet deadlines effectively.

• Capable of assessing client issues and providing accurate resolutions.

• Skilled in operating specialized call center software applications.

Ability to:

• Communicate complex regulations clearly and effectively, both orally and in writing.

• Acquire and maintain knowledge in a constantly changing regulatory environment.

• Actively participate in the training and development of new associates.

• Efficiently gather relevant information and identify critical issues.

• Provide exceptional customer service in a fast-paced call center environment.

• Research and resolve issues promptly and effectively.

• Maintain high accuracy and attention to detail in all tasks.

Educational/Previous Experience Requirements:

• High School diploma or equivalent with a minimum of two (2) years of customer service experience.

or

• Any equivalent combination of education, experience, and/or training approved by Human Resources.

Licenses/Certifications:

• None Required.

Job: Operations

Primary Location: US-MI-Southfield-Southfield

Other Locations: US-TN-Memphis-Memphis, US-FL-St. Petersburg-Saint Petersburg

Organization Operations & Administration

Schedule Full-time

Job Shift Day Job

Travel No

Req ID: 2401161