This position is responsible for delivering exceptional customer service to participants of retirement plans within the Participant Service Center. Exceptional service is professional, personal, knowledgeable, timely, and accurate and adds value to the customer. A Client Service Associate proactively engages a participant during phone interactions, anticipates their needs, and offers assistance and solutions to product offerings. This role researches and responds to participant inquiries, and at the request of participants, initiates account transaction requests.
Essential Duties and Responsibilities:
Provide timely, accurate and concise service to participant inquiries and requests.
Proactively engage participants, anticipate their needs and offer assistance and solutions.
Establish appropriate service expectations by sharing relevant processes and time frames related to specific inquires and requests.
Respond to all participant phone inquiries and requests in a timely and accurate manner.
Initiate and complete account transactions as requested made by participants.
Document all participant calls and transactions timely and thoroughly.
Proactively communicate and coordinate efforts with Plan Services Group (PSG) units to address all participant service issues and provide necessary research, problem solving and resolution.
Meet department and individual service level and quality goals and support department business objectives.
Perform quality review of work to ensure accuracy of transactions and documentation.
Continuously develop knowledge of requirement plan recordkeeping and administration, as well as the rules and regulations that govern defined contribution plans.
Maintain professional call management etiquette at all times.
Perform other duties and special projects as assigned.