What are the responsibilities and job description for the Customer Care Specialist II position at Ascensus?
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:
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
- 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
- Regular attendance and punctuality
- Ability to work autonomously or as part of a team
- Ability to work in a fast-paced, change driven environment
- Adherence to all company policies and procedures
- 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
- 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
