Customer Service Representative

Customer Service Representative

Inbound customer service role for Defined Benefits/Retirement Income Solutions Dept. Required Qualifications:

• High school diploma or equivalent (Associate's or bachelor's preferred)
• 2-3+ years of customer service experience/call center experience (financial services strongly preferred)
• 1-3+ years of experience with Windows based operating systems (Microsoft Office, Suite, etc.)

Key Responsibilities:

This position supports customers calling with questions related to defined benefit annuities (Group Annuity Contracts) or pensions, providing clear explanation of policy details, payments and account status, complete account maintenance requests such as direct deposit and address changes, beneficiary and death notifications, and aid throughout the claims process. The ideal candidate can clearly explain complex financial information in a way customers can easily understand while maintaining a high degree of accuracy and attention to detail. They are comfortable multitasking across multiple systems during live customer interactions, ability to use AI enhancements to complete job tasks, handle sensitive financial information with professionalism and confidentiality, and demonstrate strong reliability through consistent attendance and adherence to schedules.

Training:

Training will be conducted on-site at our Tampa, Florida office and consists of a five-week instructor-led training program followed by a two-week nesting period. To support successful onboarding, employees are required to attend and complete all training sessions. Reliable attendance throughout the training period is mandatory due to the service requirements of the role. After successful completion of quality certification/assessment, the position will be trainees who will start work from their home office. An agent must work in Tampa office at least one day per month. Agents experiencing system issues at home office will be required to travel to Warwick office until system issues/outage is corrected.

Home Office Requirements:

A quiet place to work that is secure and free of distractions. High-speed internet with home office connected to router using ethernet cable. Hot spots are not allowed. Agents experiencing system issues at home office will be required to travel to Warwick office until system issues/outage is corrected.

Schedules/Availability:

Candidates must be available to work within our hours of operation, Monday through Friday, between 8:00 a.m. and 9:00 p.m. Schedules may vary and are subject to change based on business needs; therefore, flexibility in shift assignments is required. Schedules after training are determined using a ranking system based on performance in training. Trainees will bid on offered schedules. Schedules are created and offered to meet our customers' needs.