Retirement Service Specialist I
Job Purpose:
As members of the Retirement Service Call Center Team, agents assist plan sponsors, administrators, participants, internal departments, and anyone else needing assistance with retirement plans with a high level of customer service.
A Retirement Service Center Agent will prepare, information required for plan contacts or participants resolving the issue on the first call when possible.
This role will also provide support to help Client Services teams to achieve department, divisional and corporate goals.
Agents will also take inbound and make outbound calls for plan sponsors, advisors, or participants to follow-up on unresolved issues and to obtain incomplete information.
Agents are expected to help identify department level process improvement opportunities which allow us to continue to provide superior customer service to our retirement plan clients.
Job
Responsibilities:
1.
Provide day to day phone support of retirment plans.
Manage large amounts of inbound and outbound calls in a timely manner.
Identify clients needs, clarify information and provide solutions and/or alternatives.
Conduct primary research and collect information to respond to inquiries from customers, field sales, service staff, external and internal auditors or others as needed.
Providing a memorable customer service experience, by quick and accurate service.
2.
Respond to high volumes of team and personal email, mail, workflow tasks, and voicemails in real time to ensure a positive customer experience.
3.
Assist other areas of Client Services and Retirement Options in the completion of project work.
4.
Under the direction of the manager or Team Leader, work closely with and communicate information to other units and their managers when needed to ensure consistent Retirement Plan operations with a high level of customer service.
Meet personal/team goals as provided by management.
5.
Update procedure documents as needed.
The above statement of duties is not intended to be all inclusive and other duties will be assigned as needed.
Li CMJob Requirements:
Bachelor's degree or equivalent trade off in professional related work experience.
Three years of highly engaged customer service experience.
Ability to multi-task, set priorities, and time managementDemonstrated ability to service customers with a combination of the following items:
Excellent customer service both written and verbal Customer focus Active listening Strong verbal communication Strong written communication People skills Interpersonal savvy Problem solving Answer phone with smile Positive tone Multi-tasking Phone customer service and following through on client requests One call resolution Providing seamless experience Customer experience with retirement plans is preferred.
Demonstrate ability to follow direction and use documented process/procedures6) Demonstrate ability to follow and adhere to schedule7) Demonstrate strong analytical skills.
8) Demonstrate ability to work effectively in a team environment.
9 ) Must exhibit values and competencies as outlined by the company.
10) Demonstrated knowledge of Microsoft Office Suite with focus on Word, Excel and Outlook.
11) ASPPA designation preferred.
Job Analysis:
1.
What is the average amount of time on the job for a new incumbent, who meets all minimum requirements, to learn most aspects of this position.
12 months2.
Identify and describe this position's most typical challenges or problems.
High volume of calls and requests with a focus on providing excellent, efficient customer service.
3.
Identify and describe this position's most complex duties and challenges or problems.
This position requires taking inbound calls, making outgoing calls and having conversations to determine the customer's needs.
Providing quick anwers to the clients and transferring calls to the assigned consultant when needed.
4.
Training and Workflow Direction:
(check one).
( x ) Position does not conduct training or give workflow direction to other staff in own work area on a regular basis.
( ) Position does conduct training or give workflow direction to other staff in own work area or customers on a regular basis:
A.
Training:
0 % of time spent training on adaily orweekly basis(Training is defined as providing on-going education and guidance to other employees or customers on a regular basis to ensure that he/she is equipped & has the skills and knowledge necessary to perform his/her job.
)To the following positions Number Grade Classification Title(s) B.
Work flow direction:
% of time spent providing workflow direction on adaily or weekly basis(Workflow direction is defined as providing actual work assignments on a regular basis to other employees in own work area and ensuring that workload is evenly distributed.
)To the following positions Number Grade Classification Title(s) 5.
Job Impact/Nature of Work.
.
Please elaborate on:
oHow standardized are duties - a large amount of the work is standard based on the time of the year, however, employees deal with unusual or non-standard issues on a frequent basis.
oTypes of decisions made and frequency - Decisions for waiving fees up to a $250 limit, determine if a consultant is needed for the situation and researching client inquiries.
Job also requires a decision on how to respond to clients and how to handle the phone interactions.
oDegree of review of completed work and by whom/Amount of independent action - incoming calls are reviewed for accuracy by an independent team.
Complex work is reviewed by consultant or manager prior to being sent to the client.
Degree of analysis and judgment and planning required - low - good judgement is needed for each client interaction.
Planning is low because the majority of your day should be spent on a call, waiting for a call or responding to previous clients requests.
oDegree/Amount of financial impact - Low - the majority of duties and processes to follow are documented; however, the delivery of the message to the customer may have a negative impact if done incorrectly which could be cause for a loss of business.
No direct purchaes will be required by this position.
6.
Internal/External Contacts.
.
Please elaborate on the position's contacts inside and outside the company and the purpose/nature of the contacts necessary to perform job duties.
Internal - Department managers and staff:
Complete tasks as directedInternal - Consultant:
External - Clients:
Answer calls/respond to emails; daily.
External - Clients:
Proactive calls for projects; as needed.
External - Clients' Advisors:
Answer calls/respond to emails7.
Are there any unusual physical conditions surrounding your work that can be considered disagreeable (such as heat, cold, wet, fumes, noise, etc.
) and/or are you exposed to any accident and health hazards? If so, please give examples and occurrence frequency.
None; office environment.
No heavy lifting expected of this job.
8.
Additional Comments:
The information in the above questionnaire is not intended to be all inclusive.
However, it should detail the key aspects regarding the position involved.
Criteria for Job Advancement:
NAPhysical Job Analysis:
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone.
The employee is frequently required to move about and reach for items.
The employee may occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
$42,678.
00 - $71,529.
00Please provide your Work Experience and Education or attach a copy of your resume.
Applications received without this information may be removed from consideration.
At TruStage, we're on a mission to make a brighter financial future accessible to everyone.
We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment.
Passionate about building insurance, investment and technology solutions, we push the boundaries of what's possible.
We need you to help us shape what's next.
You'll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.
If you're ready to help make a difference, apply today.
Accommodation requestTruStage is a place where everyone can bring their best self and thrive.
If you need application or interview process accommodations, please let us know at email protected .
Recommended Skills Active Listening Analytical Business Process Improvement Call Centers Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
As members of the Retirement Service Call Center Team, agents assist plan sponsors, administrators, participants, internal departments, and anyone else needing assistance with retirement plans with a high level of customer service.
A Retirement Service Center Agent will prepare, information required for plan contacts or participants resolving the issue on the first call when possible.
This role will also provide support to help Client Services teams to achieve department, divisional and corporate goals.
Agents will also take inbound and make outbound calls for plan sponsors, advisors, or participants to follow-up on unresolved issues and to obtain incomplete information.
Agents are expected to help identify department level process improvement opportunities which allow us to continue to provide superior customer service to our retirement plan clients.
Job
Responsibilities:
1.
Provide day to day phone support of retirment plans.
Manage large amounts of inbound and outbound calls in a timely manner.
Identify clients needs, clarify information and provide solutions and/or alternatives.
Conduct primary research and collect information to respond to inquiries from customers, field sales, service staff, external and internal auditors or others as needed.
Providing a memorable customer service experience, by quick and accurate service.
2.
Respond to high volumes of team and personal email, mail, workflow tasks, and voicemails in real time to ensure a positive customer experience.
3.
Assist other areas of Client Services and Retirement Options in the completion of project work.
4.
Under the direction of the manager or Team Leader, work closely with and communicate information to other units and their managers when needed to ensure consistent Retirement Plan operations with a high level of customer service.
Meet personal/team goals as provided by management.
5.
Update procedure documents as needed.
The above statement of duties is not intended to be all inclusive and other duties will be assigned as needed.
Li CMJob Requirements:
Bachelor's degree or equivalent trade off in professional related work experience.
Three years of highly engaged customer service experience.
Ability to multi-task, set priorities, and time managementDemonstrated ability to service customers with a combination of the following items:
Excellent customer service both written and verbal Customer focus Active listening Strong verbal communication Strong written communication People skills Interpersonal savvy Problem solving Answer phone with smile Positive tone Multi-tasking Phone customer service and following through on client requests One call resolution Providing seamless experience Customer experience with retirement plans is preferred.
Demonstrate ability to follow direction and use documented process/procedures6) Demonstrate ability to follow and adhere to schedule7) Demonstrate strong analytical skills.
8) Demonstrate ability to work effectively in a team environment.
9 ) Must exhibit values and competencies as outlined by the company.
10) Demonstrated knowledge of Microsoft Office Suite with focus on Word, Excel and Outlook.
11) ASPPA designation preferred.
Job Analysis:
1.
What is the average amount of time on the job for a new incumbent, who meets all minimum requirements, to learn most aspects of this position.
12 months2.
Identify and describe this position's most typical challenges or problems.
High volume of calls and requests with a focus on providing excellent, efficient customer service.
3.
Identify and describe this position's most complex duties and challenges or problems.
This position requires taking inbound calls, making outgoing calls and having conversations to determine the customer's needs.
Providing quick anwers to the clients and transferring calls to the assigned consultant when needed.
4.
Training and Workflow Direction:
(check one).
( x ) Position does not conduct training or give workflow direction to other staff in own work area on a regular basis.
( ) Position does conduct training or give workflow direction to other staff in own work area or customers on a regular basis:
A.
Training:
0 % of time spent training on adaily orweekly basis(Training is defined as providing on-going education and guidance to other employees or customers on a regular basis to ensure that he/she is equipped & has the skills and knowledge necessary to perform his/her job.
)To the following positions Number Grade Classification Title(s) B.
Work flow direction:
% of time spent providing workflow direction on adaily or weekly basis(Workflow direction is defined as providing actual work assignments on a regular basis to other employees in own work area and ensuring that workload is evenly distributed.
)To the following positions Number Grade Classification Title(s) 5.
Job Impact/Nature of Work.
.
Please elaborate on:
oHow standardized are duties - a large amount of the work is standard based on the time of the year, however, employees deal with unusual or non-standard issues on a frequent basis.
oTypes of decisions made and frequency - Decisions for waiving fees up to a $250 limit, determine if a consultant is needed for the situation and researching client inquiries.
Job also requires a decision on how to respond to clients and how to handle the phone interactions.
oDegree of review of completed work and by whom/Amount of independent action - incoming calls are reviewed for accuracy by an independent team.
Complex work is reviewed by consultant or manager prior to being sent to the client.
Degree of analysis and judgment and planning required - low - good judgement is needed for each client interaction.
Planning is low because the majority of your day should be spent on a call, waiting for a call or responding to previous clients requests.
oDegree/Amount of financial impact - Low - the majority of duties and processes to follow are documented; however, the delivery of the message to the customer may have a negative impact if done incorrectly which could be cause for a loss of business.
No direct purchaes will be required by this position.
6.
Internal/External Contacts.
.
Please elaborate on the position's contacts inside and outside the company and the purpose/nature of the contacts necessary to perform job duties.
Internal - Department managers and staff:
Complete tasks as directedInternal - Consultant:
External - Clients:
Answer calls/respond to emails; daily.
External - Clients:
Proactive calls for projects; as needed.
External - Clients' Advisors:
Answer calls/respond to emails7.
Are there any unusual physical conditions surrounding your work that can be considered disagreeable (such as heat, cold, wet, fumes, noise, etc.
) and/or are you exposed to any accident and health hazards? If so, please give examples and occurrence frequency.
None; office environment.
No heavy lifting expected of this job.
8.
Additional Comments:
The information in the above questionnaire is not intended to be all inclusive.
However, it should detail the key aspects regarding the position involved.
Criteria for Job Advancement:
NAPhysical Job Analysis:
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone.
The employee is frequently required to move about and reach for items.
The employee may occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
$42,678.
00 - $71,529.
00Please provide your Work Experience and Education or attach a copy of your resume.
Applications received without this information may be removed from consideration.
At TruStage, we're on a mission to make a brighter financial future accessible to everyone.
We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment.
Passionate about building insurance, investment and technology solutions, we push the boundaries of what's possible.
We need you to help us shape what's next.
You'll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.
If you're ready to help make a difference, apply today.
Accommodation requestTruStage is a place where everyone can bring their best self and thrive.
If you need application or interview process accommodations, please let us know at email protected .
Recommended Skills Active Listening Analytical Business Process Improvement Call Centers Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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