Job Summary:

As a Participant Experience Specialist, you are the voice of our firm with the primary goal being to provide high quality, accurate, and time-sensitive service to our customers. Participant Experience Specialists will be trained to answer questions about retirement plan solutions with emphasis on knowledge, problem solving, and adherence to policies and procedures.

Responsibilities:

Excellent communication skills where one demonstrates the ability to anticipate the needs of the callers, builds rapport with each customer, asks probing questions and understands how to create a best-in-class client experience to resolve customer requests on first contact.
Educate customers about the services we provide for their retirement needs.
Adapt to changes in the market, industry or company policies and business conditions
Balance time effectively and efficiently to ensure the department meets expected service levels.
Meet the established goals and objectives: customer experience, first contact resolution, call quality and call handling time.
Become an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service.
Efficiently navigate through systems/websites to maximize time to respond and resolve the service requests of customers while maintaining ownership and accountability until each request is complete, or within established turnaround times.

Skills & Qualifications:

High school diploma or GED required
College degree preferred
Minimum 1-year experience in customer service, hospitality, or retail sales with high degree of direct customer service
Prior experience working with qualified plans and/or financial industry experience (preferred but not required)
Strong learning agility
Results oriented
Excellent written, verbal, active listening and interpersonal skills required.
Proficient with Microsoft Office Suite
Excellent organizational skills
Bilingual capabilities (Spanish) a plus