Customer Service Representative

Customer Service Representative (Level III)

Position: Customer Service Representative (Level III)

Industry: Banking/Financial Services

Job Duration: 12 Months (Possible Extension/Conversion)

Location: 4500 Amon Carter Blvd Fort Worth TX US 76155

Schedule: Monday Friday (40 Hours/Week)

Training Hours: Monday Friday | 9:00 AM 5:30 PM EST

Post Training Work Schedule: 4X10 and 5X8 schedules available

Pay Rate: $18-$21/hour

Pay Structure: Bi-Weekly (Once Every 2 weeks)

Interview Process: In-Person Interviews - 7/9; 7/10; 7/13; and 7/14

Project Scope / Day-to-Day Responsibilities:

• Support participants with employer-sponsored 401(k), pension, and deferred compensation plans.
• Provide exceptional customer service by answering account-related inquiries.
• Guide customers through account transactions and retirement benefit processes.
• Process financial transactions accurately while maintaining compliance.
• Navigate multiple systems simultaneously while documenting customer interactions.
• Resolve customer concerns and de-escalate difficult situations professionally.
• Maintain confidentiality while handling sensitive customer information.
• Work in a fast-paced, high-volume call center environment.

Required Skills:

• 2+ years of Customer Service experience.
• Strong verbal and written communication skills.
• Ability to multitask across multiple systems/screens.
• Proficiency in Outlook, Word, and PowerPoint.
• Strong typing and documentation skills.
• Ability to work in a high-volume call center environment.
• Excellent problem-solving and conflict-resolution skills.
• Ability to handle confidential information professionally.
• Positive attitude and willingness to accept coaching.

Nice to Have Skills/Experience:

• Banking or Financial Services experience.
• Call Center experience.
• Experience supporting retirement or benefits-related products.
• Strong customer relationship management skills.
• Self-motivated and team-oriented mindset.

Important Expectations:

• Professional business casual attire is required (including interviews).
• Strong attendance and punctuality are mandatory.
• Time off during the training period is strongly discouraged.
• Must be comfortable working onsite throughout training.
• Cell phone usage is restricted during work hours except in designated areas.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.