Participant Service Center Representative – Inbound Call Center
Definiti LLC
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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About the role
- The Participant Service Center Representative (PSC Representative) provides outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans.
- The PSC Representative assists with answering questions about account balances, helps to make withdrawals, transfer funds, or find additional resources.
- Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members.
- Take participant calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Respond promptly to participants after thoroughly researching their questions.
- Collaborate with other call center professionals to improve customer service.
- Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers).
- Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites).
- Determining plan eligibility.
Requirements
- Basic knowledge of retirement plan services and daily recordkeeping
- Ability to stay calm when customers are stressed or upset
- Experience working with customer support
- Experience working with Microsoft Office applications
- Time management focus, with attention to deadlines and timelines
- A track record of consistently meeting and/or exceeding performance expectations
- Positive attitude and dedication to our client’s needs
- High school diploma or GED required
- Associates degree preferred
- Minimum 2 years customer service experience (financial services industry a plus)
- Defined Benefit or Defined Contribution experience preferred
- Bilingual - English/Spanish a plus
Benefits
- A virtual-first work philosophy for most jobs
- 401(k) with up to 4% match
- Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
- 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
- Paid Parental Leave
- A variety of medical, dental and vision plan options including Definiti subsidized premiums
- Company-paid life insurance and short-term disability insurance
- Bonus plan eligibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceretirement plan servicesdaily recordkeepingdefined benefit experiencedefined contribution experiencetime managementperformance expectationsbilingual
Soft Skills
positive attitudeempathycalmness under stressdedication to client needscollaborationde-escalationcommunication
Certifications
high school diplomaGEDassociates degree