Retirement Services Associate

Job Description

REQUIREMENTS

• High School Diploma or equivalent work experience, college preferred
• 2+ years’ experience in a customer service/administrative related position
• Call Center / Customer Service experience preferred
• Understanding of pensions and annuities
• Ability to work independently in a team environment
• Strong project management, organizational, and problem-solving skills.
• Ability to prioritize multiple tasks, work independently, and exercise good judgment.
• Self-motivated, proactive, and detail-oriented with a strong sense of ownership.
• Strong project management, organizational, and problem-solving skills.
• Proven ability to build trust, maintain relationships, and lead through influence.
• Exceptional oral and written communication skills.
• High level of confidentiality, discretion, and professionalism.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Demonstrated ability to interact effectively with senior management and external clients.
• Collaborative team player with a flexible, solution-oriented mindset.
• Exercises good judgment, demonstrates flexibility, and prioritizing multiple tasks with competing deadlines.
• Self-starter with a strong sense of ownership and involvement.

RESPONSIBILITES

• Responsible for handling incoming client calls and assistance with webpage navigation, providing outstanding customer service.
• Review and process incoming mail as needed, including return mail and searching for missing annuitants.
• Research benefit payment processing inquiries and establish new direct deposit setup.
• Responsible for processing of death reports, address changes, stop and reissues of payments, direct deposit changes, tax withholding changes, beneficiary changes etc.
• Intake of appropriate information from callers and determine which department to partner with for next steps.
• Provide year-end tax form information and support.
• Monitor mail/task activity daily to include incoming queue review and handling of documents
• Research and respond to customer inquiries in a timely manner.
• Perform other duties as assigned.

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