This position is responsible for delivering exceptional customer service to participants of retirement plans within the Participant Service Center. Exceptional service is professional, personal, knowledgeable, timely, and accurate and adds value to the customer. A Client Service Associate proactively engages a participant during phone interactions, anticipates their needs, and offers assistance and solutions to product offerings. This role researches and responds to participant inquiries, and at the request of participants, initiates account transaction requests.
Essential Duties and Responsibilities:
Provide timely, accurate and concise service to participant inquiries and requests.
Proactively engage participants, anticipate their needs and offer assistance and solutions.
Establish appropriate service expectations by sharing relevant processes and time frames related to specific inquires and requests.
Respond to all participant phone inquiries and requests in a timely and accurate manner.
Initiate and complete account transactions as requested made by participants.
Document all participant calls and transactions timely and thoroughly.
Proactively communicate and coordinate efforts with Plan Services Group (PSG) units to address all participant service issues and provide necessary research, problem solving and resolution.
Meet department and individual service level and quality goals and support department business objectives.
Perform quality review of work to ensure accuracy of transactions and documentation.
Continuously develop knowledge of requirement plan recordkeeping and administration, as well as the rules and regulations that govern defined contribution plans.
Maintain professional call management etiquette at all times.
Perform other duties and special projects as assigned.
Bachelor degree or equivalent work experience
Prior customer service required
Retirement service experience preferred
Strong client focus and client service skills mandatory
Manage client expectations
Exercise effective business decision skills and creative problem solving
Effectively balance multiple priorities and meet deadlines
Strong listening, verbal and written communication skills
Proficient in computer navigation and software applications, MS Word in particular
Initiative the development and growth of knowledge and skills
Work well in a dynamic team environment and under pressure
Work in a contact center environment using a keyboard/mouse and headset for extended periods of time
Ability to work overtime to meet the needs and cyclical trends of the business organization.
Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.
Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 6 million Americans save for retirement and college.