Customer Care Specialist II

Job Summary

Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.

Competencies:

• Team Success

• Customer/Client Focus

• Personal Credibility

• Applied Learning

Core Responsibilities:

• Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls

• Accurate and timely completion of day-to-day tasks associated with 401k plan operation

• Documents details of customer contacts and actions taken

• Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image

• Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs

• Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others

Job Requirements:

• Regular attendance and punctuality

• Ability to work autonomously or as part of a team

• Ability to work in a fast-paced, change drivenenvironment

• Adherence to all company policies and procedures

Minimum Qualifications:

• High school diploma or equivalent

• 401(k) industry knowledge and experience

• Completion of Employer training (8-week internal course)

• Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word

• Excellent communication, analytical, problem resolution skills and detail orientation

Preferred Qualifications:

• Associates or Bachelors degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience

• Fluent in English and Spanish

• Experience in a call center environment

• Retirement industry experience

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

Information :

• Company : Ascensus
• Position : Customer Care Specialist II
• Location : Remote
• Country : US