Solutions Center Rep - Bilingual

Job ID: 26-26221 Pay Range: $18 - $19/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities: Respond professionally and efficiently to incoming calls and inquiries from members, plan sponsors, investment professionals, and other business partners. Provide accurate information and assistance regarding retirement plans, insurance products, account inquiries, plan fees, contracts, and related services. Develop and maintain a strong understanding of current and legacy products that require ongoing servicing. Interpret and apply product changes, enhancements, procedures, and daily communications to customer interactions. Identify the underlying needs of customers and provide proactive, consultative assistance. Educate customers regarding applicable tax implications, penalties, surrender charges, death benefits, lifetime income options, capital preservation, and other plan or contract provisions. Analyze customer issues and determine the appropriate course of action, with an emphasis on achieving first-contact resolution whenever possible. Collaborate with internal business partners and departments to research and resolve complex or escalated issues. Accurately document customer interactions and maintain appropriate records in accordance with established procedures. Comply with all applicable FINRA requirements, professional licensing standards, company policies, plan documents, and applicable state and local laws. Participate in team meetings, problem-solving initiatives, training sessions, and continuous improvement activities. Maintain current knowledge of products, processes, regulations, and service procedures. Participate in regular meetings with leadership to establish performance objectives, professional development goals, and career growth plans. Perform additional duties and responsibilities as assigned. Key Requirements and

Technology Experience: Must have associate or bachelor's degree. Minimum of one year of experience in customer service, sales, call center operations, financial services, insurance, banking, or a related field. Excellent verbal and written communication skills. Strong customer service, analytical, and problem-solving abilities. Proficiency with computers and standard office applications. Ability to learn and apply complex product, plan, contractual, and regulatory information. Strong attention to detail and ability to follow established procedures and compliance requirements. Bachelor's degree in finance, Business Administration, Insurance, Economics, Communications, or a related discipline. Previous experience in retirement services, financial services, insurance, banking, or investment-related customer service. Strong verbal and written communication skills with the ability to communicate effectively with a diverse range of customers. Ability to explain complex financial, insurance, and retirement concepts in a clear and understandable manner. Strong analytical and critical-thinking skills. Excellent attention to detail and commitment to accuracy. Ability to manage multiple inquiries and priorities in a fast-paced environment. Ability to work independently as well as collaboratively within a team. Demonstrated commitment to providing a high level of customer service. Ability to understand and adhere to applicable regulatory and compliance requirements. Willingness and ability to continuously learn new products, processes, technologies, and regulations. Our client is a leading Insurance Industry and we are currently interviewing to fill this and other similar contract positions.