Location: Phoenix, AZ
Salary: TBD
Description: As a Customer Service Associate on the Participant Services team, you'll be the first point of contact for client participants, beneficiaries, and prospective clients. You'll deliver expert guidance on retirement account inquiries, claims, loans, and online support-all while providing exceptional service in a fast-paced call center environment.
Candidates MUST live in the Phoenix, AZ area for a Hybrid Schedule!Responsibilities- Respond to inbound calls regarding retirement accounts (e.g., 401(k), 403(b)), offering accurate information on withdrawals, rollovers, loans, and beneficiary claims.
- Assist participants with online account access, including navigation, password resets, and transaction support.
- Process and validate withdrawal claims, ensuring accuracy and timely resolution.
- Investigate and explain form rejections, guiding participants through corrections and resubmissions.
- Fulfill requests for account documents such as statements, tax forms, and plan materials.
- Maintain detailed case notes in Salesforce to support seamless service and follow-up.
- Provide updates and guidance on loan and beneficiary claim inquiries.
- Route participants to specialized teams or regional offices for advanced support or rollover opportunities.
- Process financial and non-financial transactions received via mail or email.
- Handle personally identifiable information (PII) in compliance with data privacy standards.
- Collaborate with internal teams to resolve participant issues and improve service delivery.
- Identify opportunities to retain assets and enhance the participant experience.
Minimum Qualifications- Strong organizational and analytical skills with high attention to detail in a high-volume environment.
- Effective problem-solving abilities and critical thinking skills.
- Excellent verbal and written communication skills with a focus on clarity and empathy.
- Professional, patient, and customer-focused approach.
- Active listening skills and the ability to respond thoughtfully to participant needs.
- Comfort working in a fast-paced, dynamic call center environment.
Preferred Qualifications- Bachelor's degree or equivalent practical experience.
- Bilingual proficiency in Spanish.
- 2+ years of customer service or call center experience, ideally in financial services.
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Contact: ...@judge.comThis job and many more are available through The Judge Group. Find us on the web at www.judge.comPandoLogic. Category: Customer Service, Keywords: Customer Service Representative