Retirement Plan Service Associate

We are seeking a dedicated and detail-oriented professional to join our Retirement Plan Services team. In this role, you will provide high-quality support by assisting internal associates and Financial Advisors with escalated inquiries related to retirement plan accounts. You will be responsible for researching and resolving moderately complex issues, offering thoughtful and effective solutions that enhance the client experience. This position involves frequent interaction with internal stakeholders, requiring strong communication skills and a collaborative mindset. Your ability to navigate complex service scenarios and recommend process improvements will be key to your success in this dynamic and client-focused environment.

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, including handling and documenting counter transactions; Maintain files and records; Organize work schedule, each day that aligns 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

Requirements

High School (HS); General Experience - 13 months to 3 years; Knowledge of IRA's and Retirement plans including various legal documents; 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; 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; Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close; 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; 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; Travel less than 25%

Benefits

Medical, dental, and vision insurance; Life insurance; Critical illness insurance and accident insurance; Disability benefits; Retirement savings; Paid time off including vacation, holidays, and sick leave; Parental leave