Call Center Specialist - Retirement & Benefits

The Client Service Center Associate role is remote and open to candidates residing in the Alerus physical footprint of Twin Cities area, MN; Grand Forks or Fargo, ND; or Phoenix, AZ. Hours are Monday - Friday 10am - 7pm Central Time.

About the role

The Client Service Center Associate supports retirement plan and health benefit participants by answering inquiries, educating, troubleshooting, and addressing issues. This role serves as a single point of contact for clients to receive support on Alerus products and services.

Responsibilities

• Answer telephone, email, and chat inquiries promptly and courteously
• Show respect and patience to all participants
• Inbound calls cover a wide range of topics including retirement plan specifics, IRS and DOL regulations, distributions, contributions, investments, balance inquiries, and claim status
• Show understanding and clear communication of inquiries and transactions using Alerus websites and mobile apps
• Maintain up-to-date knowledge of financial services, internal systems, and software (AdminWeb, Salesforce, IBM Notes, and Wex)
• Understand and communicate basic provisions of retirement plan documents, adoption agreements, and loan policies
• Understand and communicate health savings account, flexible spending account, and health reimbursement arrangement regulations
• Develop and enhance customer relationships by informing customers of Alerus products and services that meet their needs
• Proactively notify manager if performance standards are not met

Requirements

• 1+ years business experience in employee benefits, customer service, or accounting/bookkeeping preferred
• 1+ years experience directly related to financial services preferred
• Excellent written/oral communication and organization skills required
• Ability to prioritize, be self-motivated, and independently manage multiple concurrent tasks and meet deadlines
• Proven ability to adapt to a fast-paced, changing environment centered around technology

Qualifications

• Basic understanding of retirement plan documents, adoption agreements, and loan policies
• Understanding of health savings account, flexible spending account, and health reimbursement arrangement regulations
• Knowledge of Alerus products, services, and processes

Skills

• Excellent written and oral communication skills
• Strong organizational skills
• Ability to prioritize and manage multiple tasks
• Adaptability to a fast-paced, changing environment

Benefits

• Competitive compensation including base salary, bonus, and/or incentive opportunities
• Comprehensive benefits package with health and well-being benefits, including medical, dental, vision, life, and long-term disability insurance; and 401(k) and ESOP for retirement savings
• Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave
• Learning and development resources for personal and professional career development, and advancement opportunities
• Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services
• Support for the communities we live in through paid volunteer time and a company donation match opportunity

Pay

Base pay range: $21.00 - $22.00 per hour

Schedule

Monday - Friday 10am - 7pm Central Time