Sr. Customer Specialist; Retirement

Position: Sr. Customer Specialist (Retirement) Req#: 820a3c10-22bc-4d34-8aa5-The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. Are you looking for a career and not just a job? If you are and want to grow within a company, our Retirement Customer Support positions are a great way to launch or to pivot your career. These are challenging roles where you will handle a wide variety of issues for our customers using technology and your critical thinking skills. The Retirement Customer Support team delivers an exceptional customer experience via answering phone calls and emails for all retail retirement contract owners and financial advisors. Our Specialists are responsible for professional, accurate, and responsive contact resolution with a managed-money approach and mindset. Primary Job Function:

• Retirement Customer Support Specialists communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude.
• Our Specialists utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.
• Retirement Customer Support Specialists are responsible for accurately documenting and resolving requests for account information and updates. This individual understands the digital customer experience and educates customers about easier and more efficient ways they can resolve future requests.
• Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products.
• Consistently meets or exceeds established individual and team metric goals.Qualifications:
• 1+ years customer service required; contact center experience preferred
• High school diploma/equivalent required; an associate or bachelor’s degree preferred
• Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) strongly preferred
• Proficiency in a Windows based environment (Office 365 & Microsoft Teams) required
• Strong client focused and managed-money mindset required
• HOURS:

Must be flexible between 7:00a-6:30p CST Monday – Friday. Actual shift times once in production are based on business needs and may vary between 7:00a-6:30p CST.

• This position requires that you attend the training as scheduled; training for this position is expected to start from July 17th, and will be from 8:00a-4:30p CST.
• This is position will start Hybrid after Training (in office 3 days a week and Work from Home 2 days) but can lead to Work from Home Full-Time.
• Decision-Making & Problem-Solving skills – Able to intake information from multiple sources to evaluate problems and potential solutions. Understands how to use resources and job aids to follow documented procedures and processes. Has an awareness of financial risks when making processing decisions. Ability to mitigate fraud risks when preforming account verification.
• Communication skills - Listens attentively and actively, asks clarifying questions and manages distractions and interruptions. Proficient spelling, punctuation, and grammar. Strong emotional intelligence and organizational skills as well as the ability to tailor communication style to match the caller.
• High Aptitude for Learning – Embraces change and will take on the challenge of learning new information, systems, products, and procedures. Enjoys learning and seeks out training to further develop knowledge and understanding.
• Dependability – Meets attendance and punctuality requirements.Employee Benefits: We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term…

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