Customer Service Rep

R&IS Department Customer Advocate

Location: Warwick, RI - Hybrid Onsite training, then remote with onsite requirements

Class Start Date: November 23, 2026

Pay Rate: 20hr

Schedule: MondayFriday, between 8:00 AM and 9:00 PM EST

Training:

• 5 weeks of instructor-led onsite training at the Warwick, RI office followed by 2 weeks of nesting.
• Full attendance throughout training is mandatory.
• After successful completion of quality certification/assessment, employees will transition to working from their home office.
• Employees must work onsite in Warwick at least 1 day per month.
• If home-office system or internet issues prevent work, employees must report to the Warwick office until the issue is resolved.

Position Overview

We are seeking a Customer Advocate to join the Defined Benefits/Retirement Income Solutions (R&IS) Department. This is an inbound customer service role supporting customers with questions related to defined benefit annuities, Group Annuity Contracts, and pensions. The ideal candidate will be comfortable explaining complex financial information, handling sensitive customer data, navigating multiple systems, and providing accurate and professional service.

Key Responsibilities

• Handle inbound customer calls regarding defined benefit annuities, Group Annuity Contracts, and pensions.
• Explain policy details, payments, account status, and other retirement-related information clearly.
• Process account maintenance requests, including direct deposit changes, address changes, beneficiary updates, death notifications.
• Assist customers throughout the claims process.
• Explain complex financial information in an easy-to-understand manner.
• Navigate multiple systems while managing live customer interactions.
• Use available AI enhancements to support job responsibilities.
• Handle sensitive financial information with professionalism and confidentiality.
• Maintain a high level of accuracy, attention to detail, and customer service.
• Maintain reliable attendance and follow assigned schedules.

Required Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 23+ years of customer service or call center experience.
• Financial services experience strongly preferred.
• 13+ years of experience with Windows-based operating systems and Microsoft Office Suite.
• Strong verbal and written communication skills.
• Ability to explain complex financial information clearly.
• Strong attention to detail and accuracy.
• Ability to multitask across multiple systems.
• Ability to handle confidential and sensitive financial information professionally.

At Tailored Management, we help people get jobs and take pride in their work, so we better take pride in ours too. Not every company has the opportunity to meaningfully and directly impact individuals in a way that makes their lives tangibly better. To better support our employees, we offer a wide variety of benefit options to support you. We offer:

• Medical Coverage HDHP, PPO, and Surest plan options
• Minimum Essential Coverage (MEC)
• Dental Insurance
• Vision Insurance
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Life & AD&D Insurance
• Critical Illness Insurance
• Accident Insurance
• Employee Assistance Program (EAP)

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