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Customer Care Specialist II, PAi

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Indiana (USA), United States

Offer summary

Qualifications:

High school diploma or equivalent, 401(k) industry knowledge and experience, Solid mathematical abilities and computer skills, Excellent communication and problem resolution skills.

Key responsabilities:

Answer inbound calls from customers
Document customer contacts and actions taken

Ascensus Financial Services XLarge http://www.ascensus.com/

5001 - 10000 Employees

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Job description

Job Summary

Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.

Competencies:

Team Success
Customer/Client Focus
Personal Credibility
Applied Learning

Core Responsibilities:

Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls
Accurate and timely completion of day-to-day tasks associated with 401k plan operation
Documents details of customer contacts and actions taken
Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image
Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs
Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others

Job Requirements:

Regular attendance and punctuality
Ability to work autonomously or as part of a team
Ability to work in a fast-paced, change driven environment
Adherence to all company policies and procedures

Minimum Qualifications:

High school diploma or equivalent
401(k) industry knowledge and experience
Completion of Employer training (8-week internal course)
Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word
Excellent communication, analytical, problem resolution skills and detail orientation

Preferred Qualifications:

Associates or Bachelor’s degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience
Fluent in English and Spanish
Experience in a call center environment
Retirement industry experience

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