Retirement Customer Support Specialist

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Primary Job Function

• Retirement Customer Support Specialists communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude.
• Our Specialists utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.
• Retirement Customer Support Specialists are responsible for accurately documenting and resolving requests for account information and updates. This individual understands the digital customer experience and educates customers about easier and more efficient ways they can resolve future requests.
• Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products.
• Consistently meets or exceeds established individual and team metric goals.

Qualifications

• Prior customer service or Contact Center experience preferred
• High school diploma/equivalent required
• An associate or bachelor’s degree preferred
• Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) preferred
• Annuity industry knowledge and experience a plus
• Proficiency in a Windows based environment (Office 365 & Microsoft Teams) required
• Strong client focused and managed-money mindset required
• HOURS: Must be flexible between 7:30a-5p CST Monday – Friday. Actual shift times once in production are based on business needs and may vary between 7:30a-5p CST.
• This position requires that you attend the training as scheduled.
• Training schedule for this position will be from 8:00a-4:30p CST.
• This is position will start Hybrid after Training (in office 3 days a week and Work from Home 2 days) but can lead to Work from Home Full-Time.

Competencies/Skills Required

• Decision-Making & Problem-Solving skills – Able to intake information from multiple sources to evaluate problems and potential solutions. Understands how to use resources and job aids to follow documented procedures and processes. Has an awareness of financial risks when making processing decisions. Ability to mitigate fraud risks when performing account verification.
• Communication skills - Listens attentively and actively, asks clarifying questions and manages distractions and interruptions. Proficient spelling, punctuation, and grammar. Strong emotional intelligence and organizational skills as well as the ability to tailor communication style to match the caller.
• High Aptitude for Learning – Embraces change and will take on the challenge of learning new information, systems, products, and procedures. Enjoys learning and seeks out training to further develop knowledge and understanding.
• Dependability – Meets attendance and punctuality requirements.