Service Desk Associate

JOB SUMMARY
Under the supervision of a manager, the responsibility of the Service Desk Associate is to interact daily with our clients and participants in a way that demonstrates the core values of FinDec.

DUTIES & ESSENTIAL JOB FUNCTIONS
The Service Desk Associate identifies and solves participant (customer) inquiries and problems. A successful candidate will manage participant concerns with the objective of maintaining positive customer relationships with FinDec. This individual is the initial point of contact for FinDec and will interact and respond to inquiries with participants, plan sponsors and outside vendors via the phone or email within 24 hours of initial contact.

• Answer phones call and respond to all voicemails
• Respond to participant inquiries via e-mail or telephone within Service-Level Standards regarding:
          o Distributions from retirement accounts
          o Loan inquiries
          o Update account login information and provide access to the participant web site
          o Update participant demographics in recordkeeping database
          o Answer general participant web site questions
          o Any other participant inquiries.
• Manage and maintain CRM database (Salesforce) by updating cases, assigning tasks and / or cases to             appropriate departments for follow-up.
• Use information systems to analyze and troubleshoot issues
• Continuously evaluate and identify opportunities to drive process improvements

   Other duties as assigned

SKILLS/QUALIFICATIONS
• Previous experience in the retirement planning industry
• Communicate clearly and professionally, both verbally and in writing
• Ability to communicate with clients and participants that range on different levels and from
   different backgrounds
• Ability to handle complaints and unpleasant customers in a professional and respectful manner
• Detail oriented
• Establish priorities and shift priorities when needed
• Work independently and within a team, and proceed with objectives without supervision
• Ability to handle and resolve recurring problems
• Ability to multitask in a fast paced, open office environment
• Proficiency in MS Office, specifically Excel, Word and Outlook
• Previous Salesforce experience preferred
• Exemplify team player work ethics  

REQUIRED
• Minimum one-year related experience or equivalent combination of education and experience
in the retirement planning industry

PREFERRED
• Associated degree or higher
• Previous experience in banking, finance or accounting preferred

REQUIRED LICENSES/CERTIFICATIONS/TRAINING
Service Desk Associates must obtain the following certifications (to be provided by FinDec) upon being
hired to the position:

• ASPPA - Introduction to Retirement Planning
• ASPPA - Retirement Plan Fundamental Certificate

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
Work is primarily sedentary in nature; no special demands are required.

Salary : $20 - $23