Retirement Customer Support Specialist

Job Description

Job Description

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Are you looking for a career and not just a job? If you are and want to grow within a company, our Retirement Customer Support positions are a great way to launch or to pivot your career. These are challenging roles where you will handle a wide variety of issues for our customers using technology and your critical thinking skills.

The Retirement Customer Support team delivers an exceptional customer experience via answering phone calls and emails for all retail retirement contract owners and financial advisors. Our Specialists are responsible for professional, accurate, and responsive contact resolution with a managed-money approach and mindset.

Primary Job Function:

• Retirement Customer Support Specialists communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude.
• Our Specialists utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.
• Retirement Customer Support Specialists are responsible for accurately documenting and resolving requests for account information and updates. This individual understands the digital customer experience and educates customers about easier and more efficient ways they can resolve future requests.
• Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products. 
• Consistently meets or exceeds established individual and team metric goals.

Qualifications:

• Prior customer service or Contact Center experience preferred
• High school diploma/equivalent required
• An associate or bachelor’s degree preferred
• Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) preferred
• Annuity industry knowledge and experience a plus
• Proficiency in a Windows based environment (Office 365 & Microsoft Teams) required
• Strong client focused and managed-money mindset required
• HOURS: Must be flexible between 7:30a-5p CST Monday – Friday. Actual shift times once in production are based on business needs and may vary between 7:30a-5p CST.
• This position requires that you attend the training as scheduled.
• Training schedule for this position will be from 8:00a-4:30p CST.
• This is position will start Hybrid after Training (in office 3 days a week and Work from Home 2 days) but can lead to Work from Home Full-Time.

Competencies/Skills Required:

• Decision-Making & Problem-Solving skills – Able to intake information from multiple sources to evaluate problems and potential solutions. Understands how to use resources and job aids to follow documented procedures and processes. Has an awareness of financial risks when making processing decisions. Ability to mitigate fraud risks when performing account verification.
• Communication skills - Listens attentively and actively, asks clarifying questions and manages distractions and interruptions. Proficient spelling, punctuation, and grammar. Strong emotional intelligence and organizational skills as well as the ability to tailor communication style to match the caller.
• High Aptitude for Learning – Embraces change and will take on the challenge of learning new information, systems, products, and procedures. Enjoys learning and seeks out training to further develop knowledge and understanding.
• Dependability – Meets attendance and punctuality requirements.

Protective’s targeted salary range for this position is $48,000 to $55,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.

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Employee Benefits:

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits ( e.g. , paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability :

If you require an accommodation to complete the application and recruitment process due to a disability, please email View email address on us.fitly.work. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.