Customer Service Representative

Position Overview:

We are seeking a Customer Service Representative to join the Retirement Plan Services (RPS) team. In this role, you will support Financial Advisors, Client Associates, and clients by providing exceptional service related to retirement account maintenance and administration. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced, high-volume call center environment.

Key Responsibilities

• Serve as the primary point of contact for retirement plan service inquiries from clients and internal business partners.
• Assist with opening new retirement accounts and maintaining existing accounts.
• Support enrollment of retirement accounts into new products, services, and account features.
• Provide guidance, troubleshooting, and tutorial assistance on retirement account processes and systems.
• Review documentation to ensure accuracy and completeness.
• Deliver timely, accurate, and professional responses to customer inquiries.
• Navigate multiple applications and internal systems to research, resolve, and document account-related issues.
• Authenticate clients and adhere to company policies and compliance requirements to mitigate operational risk.
• Escalate complex issues or potential risks following established procedures.
• Accurately document customer interactions and account updates.
• Deliver an exceptional customer experience while maintaining quality and productivity standards.

Required Qualifications

• Minimum 2+ years of customer service experience, preferably in a call center, financial services, banking, or related environment.
• Strong ability to multitask while navigating multiple systems and documenting customer interactions.
• Proficiency with MS Outlook, MS Word, and MS PowerPoint.
• Excellent verbal and written communication skills with strong grammar and professionalism.
• Strong customer service and conflict resolution skills with the ability to de-escalate challenging situations.
• Ability to maintain confidentiality and handle sensitive customer information responsibly.
• Comfortable working in a fast-paced, high-volume, and constantly evolving environment.
• Strong organizational skills with excellent attention to detail.
• Positive attitude with a willingness to receive coaching and continuously improve performance.
• Self-motivated, dependable, and results-oriented.

Preferred Qualifications

• Experience supporting retirement plans, financial services, banking operations, or investment accounts.
• Experience reviewing financial documents or account maintenance requests.
• Familiarity with client authentication and compliance procedures.

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.