Call Center Associate
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Job Description
Call Center Associate delivering exemplary service to clients and retirement plan participants. Handling inquiries, support tasks, and escalating issues as needed from multiple states.
Responsibilities:
- Responsible for the delivery of exemplary service to our clients, plan sponsors, and their retirement plan participants within the call center.
- This includes but is not limited to; explanation of retirement plan provisions, our technology offering, and interacting with the Service Team to ensure resolution of any complaints or concerns from our client base.
- 85% Actively field calls from our client base through the Participant Service center phone line.
- Provide support on products and services offered.
- Identify, research, document when necessary, and resolution to participant questions or concerns requiring follow up.
- 10% Identify and escalate issues affecting the EPIC RPS client base to the Manager of the Participant Service Center as needed.
- 5% Perform other duties as assigned.
Requirements:
- Associate's degree and two (2) years' experience or equivalent combination of education and experience.
- Ability to read and interpret documents such as procedure manuals and technical procedures.
- Ability to write routine reports and correspondence.
- Ability to speak effectively with both internal and external contacts.
- Ability to communicate effectively with clients.
- Ability to project a positive attitude and professional demeanor.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Must have existing knowledge of advanced Microsoft Office applications with the emphasis on Word, Excel, PowerPoint and Access.
Benefits:
- Generous Paid Time Off : At least 22 days annually, prorated in the year of hire.
- Parental Leave : Six weeks of paid leave at 100% of your salary.
- Comprehensive Medical Coverage : Includes employer contributions to HSA for High Deductible Health Plan participants.
- Dental and Vision Coverage : Ensuring your overall health and well-being.
- Flexible Spending Accounts : For healthcare and dependent care expenses.
- Employer-Paid Disability Coverage : Both short-term and long-term, with an option to purchase additional long-term coverage.
- Life Insurance : Employer-paid basic life insurance, with an option to purchase supplemental coverage.
- Voluntary Benefits : Including hospital, accident, and critical illness coverage.
- Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future.
- Adoption Assistance : Supporting your growing family.
- Tuition Reimbursement : Invest in your education and career growth.
- Employee Assistance Program (EAP) : Access to support and resources.
- Pet Insurance : For all your furry friends.
- Financial and Banking Services : Various banking services benefits and financial planning assistance.
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