Description

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 2-3 per week averaging 10-12 days per month in one of the following locations: 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:

Under general supervision, associate uses skills gained through experience and on-the-job training to answer retirement plan related phone calls from branch personnel in a call center environment. Associate will provide a high degree of customer service through education to branch callers. Associate will also serve as a specialist processing complex financial transactions by evaluating, approving and completing retirement transactions in client accounts.

Essential Duties and Responsibilities:

• Answers and responds to phone and email inquiries regarding issues.

• Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.

• Interprets rules and regulations by applying retirement plan knowledge.

• Processes financial transactions accurately.

• Conducts audits of account activity to ensure transactions meet regulatory compliance.

• Reviews client requests for corrections to determine proper course of action and provide guidance to branch personnel on resolution.

• Maintains knowledge of retirement plan rules and regulations by utilizing internal and external resources, as well as continuous training.

• Communicates, researches and resolves issues with other internal departments.

• Supports a continuous improvement environment by providing regular feedback to the leadership team on processes and procedures.

• Provides support as well as assists in on-the-job training of new associates.

• Reviews daily reports of individual productivity to evaluate personal performance.

• Performs other duties and responsibilities as assigned.

Qualifications

Knowledge, Skills, and Abilities:

Knowledge of:

• Retirement plans including various legal documents

• General office practices and procedures.

• Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets and emails.

Skill in:

• Organizational and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

• Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.

• Operating call center software applications.

Ability to:

• Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.

• Acquire and maintain new knowledge in an ever changing regulatory environment.

• Take an active part in the training and development of new associates.

• Effectively gather relevant information and identify key issues.

• Provide a high level of customer service in a fast paced call center environment.

• Research and resolve problems in a timely manner.

• Give attention to detail.

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, United States

Organization Operations & Administration

Schedule Full-time

Job Shift Day Job

Travel No

Req ID: 2402954