Senior Call Center Representative

Locations

AZ - Phoenix PSC
18444 North 25th Avenue
Suite 410
Phoenix, AZ 85023, USA

Mutual of America Financial Group

Job Title: Senior Call Center Representative

Location: Phoenix, AZ (hybrid)

At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility. Since 1945, we have specialized in providing small and mid‑sized not‑for‑profit organizations and companies with pension and retirement‑related services, along with leading customer support. We work diligently to understand the needs of plan sponsors.

We provide them with competitively priced solutions so they can help their employees achieve their financial savings goals.

We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.

The Participant Services division is based out of Phoenix, AZ. The Associate will respond to Participant Services inbound calls from Mutual of America participants, contract holders, and prospective customers.

• Respond to incoming calls, answer questions relating to company products, and provide general customer assistance such as online access, form completion and provide status updates on withdrawals and rollovers from customer retirement savings accounts (401K, 403b, etc.) in a fast‑paced inbound call center environment.
• Validate withdrawal claims through the 800‑Line and submit them directly to the Processing Center accurately and in a timely manner.
• Research and communicate to participants reasons for withdrawal form rejection, assist with proper completion of withdrawal forms.
• Fulfills phone requests for product and plan literature, quarterly statements, 1099 requests, withdrawal forms, etc.
• Updates Salesforce system with all case notes as required.
• Assist with Loan Administration calls and status updates for participant inquiries on how to model a loan, complete a loan application, questions regarding loan payments, loan amounts available and status of loan application processing from retirement savings accounts.
• Assist with Beneficiary Claims calls and status updates for participant inquiries regarding benefits from deceased participants retirement savings accounts.
• Refers callers to the Rollover department for sales opportunities or Regional Offices for specialized assistance.
• Assists with the processing of financial and non‑financial transaction requests received via mail and email.
• Assist and/or troubleshoot password resets for online account access and transactions.

• Active FINRA SIE and Series 6 licenses
• Working hours will be between the following hours of operation:
  • March through November:
    • Monday through Friday 6 AM to 6 PM, 1 hour lunch break
  • November through March:
    • Monday through Friday 7 AM to 7 PM, 1 hour lunch break
• Excellent organizational and analytical skills
• Strong problem‑solving skills
• Strong communication, both written and verbal
• A patient and empathetic attitude
• Great active listening skills
• Comfortable working in a fast‑paced environments

• Bachelor’s or equivalent college degree
• 2 years prior customer service or call centre experience in the financial services industry

• Annual Bonus
• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
• 401(k) Match:
  You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions. A non‑elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
• Parental Leave: 8 weeks fully paid
• Paid time off: 20 days plus two floating personal holidays

The salary range below describes the minimum to maximum base salary range for this role. The role is also eligible for an annual bonus; whereby total compensation may exceed this range depending on individual and/or company performance.

Base Salary Range: $40,200 - $60,300

Visit for additional details about life at Mutual of America. You can also follow us on Twitter:@mutualofamerica |
Facebook:@mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.