Role Details
Type of Support: Omnichannel (Voice, Email, Chat)
Job Title: Customer Service Representative (Retirement / Benefits Consolidation)
Location: Hybrid/ Work From Home
Program: Pioneer Program
Expected Start Date: January 2025
About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it's because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.
About The Role
As a
Retirement Specialist (Customer Service Representative), you will play a vital role in supporting participants with their retirement plans and ensuring exceptional service delivery. You will serve as a key point of contact, assisting individuals with their inquiries, managing transactions, and providing guidance on retirement options. This role is within a fast-paced BPO environment that values precision, compliance, and customer satisfaction.
What You'll Do
- Assist Participants: Provide accurate and timely responses to inquiries regarding retirement accounts, plan details, and benefits via phone, email, or chat.
- Process Transactions: Manage account activities such as rollovers, contributions, withdrawals, and beneficiary updates with precision and adherence to regulatory guidelines.
- Educate Customers: Explain retirement plan features, options, and processes in a clear and concise manner, empowering participants to make informed decisions.
- Ensure Compliance: Adhere to all financial regulations, including ERISA and IRS standards, in every interaction and transaction.
- Handle Issues: Identify and resolve discrepancies, escalate complex cases, and ensure timely resolution to deliver an excellent customer experience.
- Collaborate with Teams: Work closely with internal teams to ensure seamless operations, accurate reporting, and client satisfaction.
What We Expect From You
- Educational Background: Bachelor's degree in Finance, Business Administration, or a related field is preferred.
- Experience: Prior experience in financial services, retirement planning, or customer service within a BPO is a plus.
- Skills:
- Strong verbal and written communication skills.
- Proficiency in MS Office applications and familiarity with financial tools and CRM systems.
- Problem-solving abilities and attention to detail.
- Knowledge: Basic understanding of retirement plans (e.g., 401(k), pension) and financial regulations is advantageous.
- Attitude: A customer-first mindset with the ability to remain empathetic, patient, and professional in all interactions.
What You'll Get in Return
- Competitive Compensation: A salary package that reflects your skills and experience.
- Professional Growth: Opportunities for training, certifications, and career advancement within the financial services sector.
- Supportive Environment: A collaborative workplace culture that values teamwork, inclusivity, and continuous improvement.
- Health & Wellness: Comprehensive health insurance, wellness programs, and employee assistance support.
- Work-Life Balance: Flexible working schedules and paid time off to recharge.
Company Culture Is At Our Core
Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
- Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
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