Customer Service Representative

Customer Service Representative

The Customer Service Representative will support participants with employer-sponsored retirement and benefits plans, including 401(k), pension, and other deferred compensation programs. The role involves providing accurate account information, assisting participants with transactions, resolving inquiries, and ensuring all financial transactions are processed accurately and efficiently.

Key responsibilities include:

• Handling inbound customer inquiries related to retirement and benefits accounts.
• Providing clear and accurate information regarding account balances, transactions, plan provisions, and available options.
• Guiding participants through various account-related transactions and processes.
• Researching and resolving routine customer issues while maintaining a high level of service.
• Processing financial transactions accurately and in accordance with established procedures.
• Protecting confidential customer and account information while adhering to compliance requirements.
• Documenting customer interactions and maintaining accurate records.
• Escalating complex or sensitive issues to the appropriate team when necessary.
• Using MS and other internal systems to research account information and complete customer requests.
• Meeting established quality, productivity, and service-level expectations.

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.