R&IS Department Customer Advocate

Pay Rate: $20 per hour

• Work Mode: Onsite Training
• Location: Warwick, RI
• Class Start Date – November 23, 2026

Responsibilities:

• Support customers calling with questions related to defined benefit annuities or pensions.
• Provide clear explanations of policy details, payments, and account status.
• Complete account maintenance requests such as direct deposit and address changes, beneficiary and death notifications.
• Aid throughout the claims process.
• Explain complex financial information in a way that customers can easily understand.
• Maintain a high degree of accuracy and attention to detail.
• Multitask across multiple systems during live customer interactions.
• Use AI enhancements to complete job tasks.
• Handle sensitive financial information with professionalism and confidentiality.
• Demonstrate strong reliability through consistent attendance and adherence to schedules.

Requirements:

• High school diploma or equivalent (Associate’s or bachelor’s preferred).
• Minimum 2 years of customer service or call center experience (financial services strongly preferred).
• Minimum 1 year of experience with Windows-based operating systems (Microsoft Office Suite, etc.).

Training:

• Training will be conducted on-site at our Warwick, RI office.
• Consists of a five-week instructor-led training program followed by a two-week nesting period.
• Reliable attendance throughout the training period is mandatory.
• After successful completion of quality certification/assessment, the position will be trainees who will start work from their home office.
• An agent must work in Warwick office at least one day per month.
• Agents experiencing system issues at home office will be required to travel to Warwick office until system issues/outage is corrected.

Preferred Skills:

• Ability to clearly explain complex financial information.
• Comfortable multitasking across multiple systems during live customer interactions.
• Ability to use AI enhancements to complete job tasks.
• Handle sensitive financial information with professionalism and confidentiality.
• Demonstrate strong reliability through consistent attendance and adherence to schedules.

Schedules/Availability:

• Candidates must be available to work within our hours of operation, Monday through Friday, between 8:00 a.m. and 9:00 p.m.
• Schedules may vary and are subject to change based on business needs; therefore, flexibility in shift assignments is required.
• Schedules after training are determined using a ranking system based on performance in training. Trainees will bid on offered schedules.
• Schedules are created and offered to meet our customers’ needs.