Retirement Service Center Specialist I (Remote)

: At TruStage, we're on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what's possible. We need you to help us shape what's next. You'll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition Job Purpose: This position is responsible for assisting plan sponsors, administrators, participants, internal departments and anyone needing assistance with retirement plans with a high level of customer service. A Retirement Service Center Agent will prepare information required for plan contacts or participants resolving the issue on the first call when possible. This role will also provide support to help Client Services teams to achieve department, divisional and corporate goals. Agents will also take inbound and make outbound calls for plan sponsors, advisors, or participants to follow up on unresolved issues and to obtain incomplete information. Agents are expected to help identify department-level process improvement opportunities, allowing us to continue providing superior customer service to our retirement plan clients. Job Responsibilities:

• Provide day-to-day phone support for retirement plans. Manage large amounts of inbound and outbound calls in a timely manner. Identify clients' needs, clarify information and provide solutions and/or alternatives. Conduct primary research and collect information to respond to inquiries from customers, field sales, service staff, external and internal auditors or others as needed. Provide a memorable customer service experience with quick and accurate service.
• Respond to high volumes of team and personal email, mail, workflow tasks, and voicemails in real time to ensure a positive customer experience
• Assist other areas of Client Services and Retirement Options in the completion of project work
• Under the direction of the manager or Team Leader, work closely with and communicate information to other units and their managers when needed to ensure consistent Retirement Plan operations with a high level of customer service. Meet personal/team goals as provided by management
• Update procedure documents as needed

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time. Job Requirements:

• Bachelor's degree or equivalent work experience.
• Three years of highly engaged customer service experience
• Ability to multi-task, set priorities, and time management
• Demonstrated ability to service customers with a combination of the following items:
• Excellent customer service both written and verbal
  • Customer focus
  • Active listening
  • Strong verbal communication
  • Strong written communication
  • People skills
  • Interpersonal savvy
  • Problem-solving
  • Positive tone
  • Multi-tasking
• Phone customer service and following through on client requests
  • One call resolution
  • Providing seamless experience
• Customer experience with retirement plans is preferred
• Demonstrate ability to follow direction and use documented process/procedures
• Demonstrate ability to follow and adhere to schedule
• Demonstrate strong analytical skills
• Demonstrate ability to work effectively in a team environment.
• Must exhibit values and competencies as outlined by the company
• Demonstrated knowledge of Microsoft Office Suite with focus on Word, Excel and Outlook
• ASPPA designation preferred

If you're ready to help make a difference, apply today. Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration. Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status. Base Salary Range: $48,483.00 - $84,846.00 At TruStageTM, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan. Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees. We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what's most important. Accommodation request TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.