What are the responsibilities and job description for the Customer Care Specialist II position at Ascensus?
Newport, an Ascensus company, helps employers offer their associates a more secure financial future through retirement plans, insurance and consulting services. Newport offers comprehensive plan solutions and consulting expertise to plan sponsors and the advisors who serve them. As a provider and partner, Newport is independent, experienced, and responsive.
Job Summary
Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.
Competencies : Team Success
Customer / Client Focus
Personal Credibility
Applied Learning
Core Responsibilities :
Primarily responsible for answering inbound calls from employees, employers and / or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls
Accurate and timely completion of day-to-day tasks associated with 401k plan operation
Documents details of customer contacts and actions taken
Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external / internal customers maintaining positive working relationships to promote retention and a quality service image
Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs
Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and / or others
Job Requirements :
Regular attendance and punctuality
Ability to work autonomously or as part of a team
Ability to work in a fast-paced, change drivenenvironment
Adherence to all company policies and procedures
Minimum Qualifications :
High school diploma or equivalent
401(k) industry knowledge and experience
Completion of Employer training (8-week internal course)
Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word
Excellent communication, analytical, problem resolution skills and detail orientation
Preferred Qualifications :
Associates or Bachelor’s degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience
Fluent in English and Spanish
Experience in a call center environment
Retirement industry experience
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Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and / or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).
