RPS Call Center Representative

About the role

The Retirement Plan Services Call Center Representative handles incoming participant calls, processes enrollment forms, prepares distribution paperwork, and assists all areas of the department with research and communication.

Responsibilities

• Provide professional customer service to phone inquiries from RPS participants, plan sponsors, and brokers, including balance inquiries, website assistance, and distribution requests.
• Assist walk-in participants.
• Respond to professional customer service email inquiries.
• Prepare distribution paperwork requested by participants.
• Conduct research for the department (Director, storage).
• Provide backup support to other administrative assistants.
• Understand and adhere to all bank policies, laws, and regulations applicable to the role.
• Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues or violations of law/regulations in accordance with bank policies.
• Perform other job-related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Requirements

• Call Center or customer service experience required.
• Ability to understand and explain general retirement plan concepts.
• Knowledge of Microsoft Office Products.
• Proven research and problem-solving skills.

Preferred Skills

• Customer service oriented
• Organized
• Time efficient and deadline driven
• Independent
• Accurate and detailed
• Effective communicator

Working Environment

• Indoor work – not exposed to outdoor elements or hazards.
• Some sedentary work and occasional lifting and/or carrying up to 10 pounds.
• Eligible for hybrid work-from-home opportunity under the work-from-home guidelines upon completion of onboarding.