Job Description
RETIREMENT SERVICES PROVIDER IN NORTH HOUSTON IS SEEKING TWO PARTICIPANT SERVICE CENTER (PSC) REPRESENTATIVES TO JOIN THEIR TEAM!
THE PSC REPRESENTATIVE ANSWERS INCOMING AND OUTGOING PHONE CALLS, EMAILS, AND FAXES FOR PLAN PARTICIPANTS FOR COMPANY RETIREMENT PLANS. THIS IS A TEMPORARY ROLE TRAINING ON SITE FOR 3-4 DAYS AND TRANSITIONS TO WORKING REMOTE.
PAY: $15.00/HR.
DURATION: TEMPORARY (8 WEEKS)
PRIMARY DUTIES AND RESPONSIBILITIES
- Maintaining a positive, empathetic, and professional attitude towards participants and clients, always.
- Knowledge of the company’s products and services
- Take participant calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Respond promptly to participants after thoroughly researching their questions
- Provide transaction forms as requested by participants and clients
- Guide callers through troubleshooting and navigating the Participant Website
- Collaborate with other call center professionals to improve customer service
- Process incoming emails, faxes, and uploaded files sent by clients and participants
- Create and input call center details in the appropriate systems (i.e., SharePoint)
- Provide backup to other PSC Team Members as needed
- Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers)
- Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites)
- Special projects as needed
COMPETENCIES REQUIRED
- BASIC KNOWLEDGE OF RETIREMENT PLAN SERVICES AND DAILY RECORDKEEPING
- ABILITY TO STAY CALM WHEN CUSTOMERS ARE STRESSED OR UPSET
- EXPERIENCE WORKING WITH CUSTOMER SUPPORT
- EXPERIENCE WORKING WITH MICROSOFT OFFICE APPLICATIONS
- TIME MANAGEMENT FOCUS, WITH ATTENTION TO DEADLINES AND TIMELINES
- A TRACK RECORD OF CONSISTENTLY MEETING AND/OR EXCEEDING PERFORMANCE EXPECTATIONS
- POSITIVE ATTITUDE AND DEDICATION TO OUR CLIENT’S NEEDS
EDUCATION AND QUALIFICATIONS
- Minimum 2 years customer service experience in the financial services industry
- Associates degree preferred
- ASPPA’s RPF-1 & RPF-2
Company Description
We look forward to you joining the Resource Staffing Team!
The Right people.... Right now