Retirement & Wealth – Call Center Agent

Job Description

REQUIREMENTS

• 2+ years of experience in customer service
• 2+ years of call center experience
• No degree required
• Familiarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B) preferred OR Familiarity with retirement accounts and IRS rules and regulations (R&W) preferred
• Familiarity with Salesforce/Service Cloud preferred
• Bilingual language skills preferred
• Energetic client service focused who is both accountable and reliable
• Ability to learn and retain information while using a digital workflow to navigate the interaction and tools
• Ability to connect with accountholders on a human level and assist them as needed with patience and empathy
• Ability towork in a fast-paced, high-volume environment, taking up to 50 calls per day
• Possesses strong written, keyboarding, and verbal communication skills
• Ability to apply relationship building skills to internal and external clients
• Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
• Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
• Proactive approach to resolving issues.
• Active Listening Skills
• Detail-oriented, organized, and dependable
• Possess a cheerful attitude and be able to perform well in a collaborative team environment

RESPONSIBILITIES

• Handle a high volume of incoming and outgoing client phone calls.
• Respond to email, voicemail, and chat inquiries from clients.
• Understand and be able to articulate the account opening, distributions, and investment process to clients.
• Assist clients in ensuring that all required forms are fully completed.
• Handle troubleshooting inquiries in regards to Web and Online issues.
• Provides educated answers with regards to IRA’s, and IRS Codes.
• Maintain a professional approach to client service, consistent with protocol and service levels.
• Other duties as assigned.

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