Retirement Plan Service Associate

Responsibilities:

• Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.

• Interprets rules and regulations by applying IRA and IRS knowledge.

• Assist with various incoming requests for information, through multiple platforms.

• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

• Carry out standard customer service activities and handle customer inquiries.

• Conduct data entry and transaction processing into multiple company platforms, review and verify the information to ensure accuracy and accessibility.

• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.

• Maintain files and records.

• Organize work schedule, each day that a lines with changing priorities of the department.

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• IRA's and Retirement plans including various legal documents

Skills:

• Organizational and time management to prioritize workload, handle multiple tasks, and meet deadlines.

• Problem solving and critical thinking skills sufficient to assess client issues and accurately provide resolutions.

• Operating call center software applications.

• Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

• Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages.

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

• Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.

• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

• Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

• Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Applies an understanding of the business environment and objectives to develop solutions under supervision.

• Meet high customer service standards.

• Understand and effectively operate all customer management systems.

• Perform data analysis for use in reports to help guide decision making.

• Select, deploy and get the best results from the most appropriate office system.