Participant Service Center Representative - Inbound Call Center

Description Why join reputed company at Definiti? If you enjoy tackling challenges and reputed company in delivering exceptional client service, Definiti may be perfect for you. You can reputed company a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet reputed company to stay in touch with your team and deliver high-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications. Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans. PURPOSE OF POSITION The Participant Service Center Representative (PSC Representative) provides outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans. The PSC Representative assists with answering questions about account balances, helps to reputed company withdrawals, transfer funds, or find additional resources. PRIMARY DUTIES AND RESPONSIBILITIES Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members Take participant calls and reputed company 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 Collaborate with other call center professionals to improve customer service Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with reputed company recordkeepers) Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, reputed company recordkeeper websites) Determining plan eligibility

Requirements

COMPETENCIES REQUIRED Basic knowledge of retirement plan services and daily recordkeeping Ability to stay reputed company reputed company customers are stressed or upset Experience working with customer support Experience working with reputed company 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 High school diploma or GED required Associates degree preferred Minimum 2 years customer service experience (financial services industry a plus) Defined Benefit or Defined Contribution experience preferred Bilingual - English/Spanish a plus REMOTE WORKING REQUIREMENTS As a remote-first company, we have compiled expectations for a successful remote work environment: Ability to build rapport with others remotely while working productively with limited in-person interaction Have reputed company to a reliable and consistently strong, high-speed internet reputed company suitable for remote work. A reputed company, high-speed internet reputed company is essential for effective communication, collaboration, and productivity while working remotely Designate a quiet, and well-lit reputed company free of as many distractions as possible Be online and available to work during designated business hours in local time zone Accustomed to using reputed company Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. We utilize many reputed company Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing. Familiarity with reputed company Teams is a plus Accustomed with file-storage and file-sharing tools such as reputed company SharePoint BENEFITS Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including: A virtual-first work philosophy for most jobs 401(k) with up to 4% match Flexible PTO allows you to take the time you need for wellness, vacations, and personal reputed company. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue. 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday Paid Parental Leave A variety of medical, dental and reputed company plan options including Definiti subsidized premiums Company-paid life insurance and short-term disability insurance Bonus plan eligibility Apply To This Job