Customer Care Specialist II
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 Bachelors 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. Apply Job!