Customer Service Representative

Customer Service Representative

Location: Warwick, RI Pay Rate: $20/hour (W2) Class Start Date: November 9, 2026 Work Arrangement: Onsite Training ? Home Office After Training Schedule: MondayFriday, with operating hours between 8:00 AM and 9:00 PM. Post-training schedules are determined through a ranking and schedule-bidding process based on training performance.

Training: 5-week instructor-led training conducted onsite at the Warwick, RI office. Followed by a 2-week nesting period. Full attendance and completion of training are required. After successful completion of the quality certification/assessment, employees will transition to working from their home office. Employees must work from the Warwick office at least one day per month. If home-system or internet issues prevent remote work, employees may be required to report to the Warwick office until the issue is resolved.

Position Overview

We are seeking experienced Customer Service Representatives to support customers in the Defined Benefits / Retirement Income Solutions department. This inbound customer service role focuses on assisting customers with questions related to defined benefit annuities, Group Annuity Contracts, pensions, payments, and account information.

The ideal candidate will be able to explain complex financial information clearly, maintain accuracy and attention to detail, and confidently navigate multiple systems while handling sensitive financial information.

Key Responsibilities

• Handle inbound customer calls regarding defined benefit annuities and pensions.
• Explain policy details, payments, account status, and retirement income information.
• Process account maintenance requests, including direct deposit and address changes.
• Assist with beneficiary updates and death notifications.
• Support customers throughout the claims process.
• Navigate multiple systems while maintaining accuracy during live customer interactions.
• Use available AI enhancements to support job tasks.
• Handle sensitive financial information with professionalism and confidentiality.
• Maintain reliable attendance and adherence to assigned schedules.

Required Qualifications

• High School Diploma or equivalent; 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.
• Strong communication and interpersonal skills.
• Ability to explain complex information clearly.
• Strong attention to detail and multitasking abilities.
• Ability to handle sensitive financial information professionally.

Home Office Requirements

• Quiet, secure, distraction-free workspace.
• High-speed internet connected directly to the router using an Ethernet cable.
• Hotspots are not permitted.