Homeoffice Customer Care Specialist II, PAi en Ascensus

• 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