Job Summary
Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.
Competencies:
• Team Success
• Customer/Client Focus
• Personal Credibility
• Applied Learning
Core Responsibilities:
• Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls
• Accurate and timely completion of day-to-day tasks associated with 401k plan operation
• Documents details of customer contacts and actions taken
• Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image
• Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs
• Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others
Job Requirements:
• Regular attendance and punctuality
• Ability to work autonomously or as part of a team
• Ability to work in a fast-paced, change driven environment
• Adherence to all company policies and procedures
Minimum Qualifications:
• High school diploma or equivalent
• 401(k) industry knowledge and experience
• Completion of Employer training (8-week internal course)
• Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word
• Excellent communication, analytical, problem resolution skills and detail orientation
Preferred Qualifications:
• Associates or Bachelor’s degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience
• Fluent in English and Spanish
• Experience in a call center environment
• Retirement industry experience
Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.
