Service Desk Associate

Job Description

Job Description

JOB SUMMARY

 

Under the supervision of a manager, the responsibility of the Service Desk Associate is to interact daily with our clients and participants in a way that demonstrates the core values of FinDec.

DUTIES & ESSENTIAL JOB FUNCTIONS

The Service Desk Associate identifies and solves participant (customer) inquiries and problems.A successful candidate will manage participant concerns with the objective of maintaining positive customer relationships with FinDec. This individual is the initial point of contact for FinDec and will interactandrespondtoinquirieswithparticipants,plansponsorsandoutsidevendorsviathephoneor email within 24 hours of initial contact.

 

• Manage a busy phone system by answering incoming calls as they come in, responding to voicemails, and prioritizing urgent participant, plan sponsor, and internal requests appropriately throughout the day.

• Answer phones call and respond to all voicemails

• Respond to participant inquiries via e-mail or telephone within Service-Level Standards regarding:

o Distributions from retirement accounts

o Loan inquiries

o Update account login information and provide access to the participant web site

o Update participant demographics in recordkeeping database

o Answer general participant web site questions

o Any other participant inquiries.

• Manage and maintain CRM database (Salesforce) by updating cases, assigning tasks and / or cases to appropriate departments for follow-up.

• Use information systems to analyze and troubleshoot issues

• Continuously evaluate and identify opportunities to drive process improvements

• Other duties as assigned