CSR

We are seeking customer-focused Customer Service Representatives to join our Retirement & Benefits team. In this role, you will assist participants with employer-sponsored retirement plans, including 401(k), pension, and deferred compensation accounts. You will provide exceptional customer support, guide customers through account transactions, and ensure accurate processing of financial requests in a fast-paced call center environment.

The ideal candidate has strong customer service experience, excellent communication skills, and the ability to multitask across multiple systems while delivering an outstanding customer experience.

Key Responsibilities

• Serve as the primary point of contact for participants regarding retirement and benefits accounts.
• Assist customers with account inquiries, transactions, and general retirement plan information.
• Process financial transactions accurately while maintaining strict attention to detail.
• Navigate multiple systems simultaneously while documenting customer interactions.
• Resolve customer concerns professionally and de-escalate difficult situations.
• Maintain confidentiality of sensitive customer and financial information.
• Communicate effectively with internal teams to resolve complex inquiries.
• Meet quality, productivity, and attendance expectations in a high-volume call center environment.
• Adapt to changing processes, policies, and customer needs while maintaining excellent service standards.

Required Qualifications

• Minimum 2+ years of customer service experience.
• Experience working in a high-volume call center or customer support environment.
• Strong computer skills with proficiency in MS Outlook, MS Word, and MS PowerPoint.
• Ability to navigate multiple applications and systems while accurately documenting customer interactions.
• Excellent verbal and written communication skills with strong grammar.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain professional and composed in challenging customer situations.
• Strong attention to detail and organizational skills.
• Ability to handle confidential and sensitive information responsibly.
• Self-motivated with a positive attitude and willingness to receive coaching and feedback.

Preferred Qualifications

• Previous experience supporting retirement plans, benefits administration, banking, financial services, or similar customer service environments.
• Experience handling financial transactions or account servicing.
• Familiarity with 401(k), pension, or retirement account administration.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.