Retirement Services Associate

Responsibilities

• Handle incoming client calls and assist with webpage navigation.
• Provide outstanding customer service.
• Review and process incoming mail as needed, including return mail and searching for missing annuitants.
• Research benefit payment processing inquiries and establish new direct deposit setup.
• Process death reports, address changes, stop and reissues of payments, direct deposit changes, tax withholding changes, beneficiary changes, etc.
• Intake of appropriate information from callers and determine which department to partner with for next steps.
• Provide year-end tax form information and support.
• Monitor mail/task activity daily to include incoming queue review and handling of documents.
• Research and respond to customer inquiries in a timely manner.
• Perform other duties as assigned.

Qualifications

• A High School Diploma or equivalent work experience, college preferred.
• 2+ years’ experience in a customer service/administrative related position.
• Call Center / Customer Service experience preferred.
• Understanding of pensions and annuities.
• Strong project management, organizational, and problem-solving skills.
• Ability to prioritize multiple tasks, work independently, and exercise good judgment.
• Self-motivated, proactive, and detail-oriented with a strong sense of ownership.
• Exceptional oral and written communication skills.
• High level of confidentiality, discretion, and professionalism.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Proven ability to build trust, maintain relationships, and lead through influence.

Benefits

• 10 - 25 vacation days, depending on experience level and years of service.
• 4 floating holidays, 2 personal days, & 2 wellness days.
• 10 - 15 sick days, depending on years of service.
• Health benefits, including medical, dental, and vision coverage.
• Supplemental health benefits and life insurance.
• 6 weeks of paid parental and maternal leave.
• Immediate vesting into a 401 (k) savings plan with up to 6% company match.
• 100% employer-contributed Pension Plan - Cash Balance Plan after 1 year of service.
• Flexible Workspace and Arrangements.
• Tuition and Certification reimbursements.
• Infertility and domestic partner benefits.

Pay

• The expected hiring compensation range for this position is $45,000 - $55,000 USD annually.
• Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
• The current bonus target for the position is 3% of the base salary with a stretch to twice the target, modified for corporate and individual performance.

Schedule

• This role is hybrid located in Frederick, MD.