Customer Service Associate

About the Role

• You will be part of the Retirement Services team.
• You will be required to solve routine problems, largely through precedent and referral to general guidelines.
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.
• Decisions made will impact your own work.
• Interactions are within your own team and direct supervisor.
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
• Note: This role may require you to work in rotational shifts.

Key Responsibilities

• Perform research for bulk request exception processing.
• Validate if client communication is required and draft communication.
• Send communication to legal and compliance.
• Review and approve communication.
• Route communication to the rapid response team for distribution.
• Perform review of reported issues.
• Ensure all items are processed and/or resolved on time.
• Support business in ensuring positive audit results.
• Comply with all client policies, procedures, and Federal/State/Local regulations and escalate issues to management.
• Perform research on all processing irregularities and drive issues to resolution.
• Adhere strictly to non-disclosure of client information by preserving client confidentiality.
• Research queries/requests sent by Business Partners/Client Support Teams and reply with minimum response time.
• Take active participation in process improvements and automation.
• Ensure Quality Control standards are adhered to.

Requirements & Tech Stack

• Retirement Solutions - Retirement Planning Services
• Experience in the US retirement industry, specifically 401k, 403B, Moneyout, Lumpsum, Defined contribution.
• Client Service Management.
• Plan document.
• Plan Implementation.
• Experience with services covering plan development enhancement, sales marketing, plan sponsor/institutional client onboarding/management, participant enrollment/management, sponsor and member servicing reporting.
• Familiarity with products such as individual retirement accounts (Roth IRA), college savings accounts, guaranteed investment contracts, fixed variable deferred annuities (qualified non qualified), and corporate retirement funds.
• Demonstrated ability to perform complex research.
• Demonstrated ability to CLEARLY, CONCISELY and EFFECTIVELY communicate with external stakeholders about complex issues/problems and work proactively to resolve them.

Qualifications

• Any Graduation