Customer Service Representative - Senior

Shift: 8 am to 5 pm, M-FDescription: The Retirement Services Operational Support Team is a department within Tier 2 of Client Services & Support (CS&S). Retirement Services OST provides expertise on complex product and service questions about retail IRAs (i.e. Traditional, Roth, Inherited IRA, Educational Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/ QKEPA, i401k). We also process several retirement account transactions such as distributions, Roth conversions, and changes to tax withholding elections. We inspire client loyalty by providing specialized guidance and solutions to fulfill client needs and we place heavy emphasis on employee development and collaboration. Are you passionate about making a positive impact? Are you interested in helping people accomplish their retirement goals? Do you enjoy problem solving or educating others? As a member of the Retirement Services team, you will be responsible for assisting clients with questions and needs regarding their accounts to build and maintain client loyalty. What You Have Strong technical skills, including knowledge of Windows (XP), internet searching, database systems (Excel), email (Outlook), and Microsoft Teams De-escalation Excellent customer service skills Hi-volume call center experience in Financial Industry Passion for service with strong client-focus and the desire to help people Strong communication and relating skills with the ability to navigate and explain complex subjects such as IRS rules and regulations to client Ability to work a flexible shift in response to business demand Positive attitude, enthusiasm, professionalism, adaptable mindset, and strong work ethic with high level of integrity and ethics Well-developed organizational, time management, prioritization, and analytical skills The ability and desire to work cooperatively with team members Ability to set challenging goals and focus on achieving or exceeding them Proven leadership skills and experience Demonstrated desire to lead as well as challenge yourself to learn and grow in Retirement Services. Education Level Required: High School Diploma or Equivalent. Education Level Preferred: Bachelor's Degree.