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Role Description

As a Participant Experience Specialist, you are the voice of our firm with the primary goal being to provide high quality, accurate, and time-sensitive service to our customers.

• Answer questions about retirement plan solutions with emphasis on knowledge, problem solving, and adherence to policies and procedures.
• Demonstrate excellent communication skills to anticipate the needs of callers and build rapport with customers.
• Educate customers about the services provided for their retirement needs.
• Adapt to changes in the market, industry, or company policies and business conditions.
• Balance time effectively to ensure the department meets expected service levels.
• Meet established goals and objectives: customer experience, first contact resolution, call quality, and call handling time.
• Become an internal stakeholder in the future of the organization through suggestions and participation in improving customer service.
• Efficiently navigate through systems/websites to maximize response time and resolve service requests while maintaining ownership and accountability.

Qualifications

• High school diploma or GED required
• College degree preferred
• Minimum 1-year experience in customer service, hospitality, or retail sales with a high degree of direct customer service
• Prior experience working with qualified plans and/or financial industry experience (preferred but not required)
• Strong learning agility
• Results oriented
• Excellent written, verbal, active listening, and interpersonal skills required
• Proficient with Microsoft Office Suite
• Excellent organizational skills
• Bilingual capabilities (Spanish) a plus

Requirements

• Hourly rate: $17.30 to $22.00 per hour, based on experience
• Eligibility to participate in the company's bonus program