[Remote] Rep, Customer Service - Retirement Plans

Note: The job is a remote job and is open to candidates in USA. Ameritas is an insurance, financial services and employee benefits provider dedicated to fulfilling life. The Rep, Customer Service - Retirement Plans position involves supporting service delivery by assisting retirement plan participants with inquiries, educating them on options, and maintaining compliance with regulations while delivering exceptional customer service.

Responsibilities

• Answer all inquiries in a professional manner
• Maintain an understanding of the requirements relating to retirement plan participants
• Educate retirement plan participants on available distribution, rollover, and consolidation options and assist participants throughout each process
• Assist participants in accessing their account on-line; assist in resolving retirement plan participants' requests
• Assist in participant education regarding on-line functionality (i.e. on-line enrollment, transfers, loans and withdrawals)
• Become a stakeholder in the future of our organization by identifying process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service
• Protect assets by adhering to all applicable regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines
• Produce professional correspondence and demonstrates professional verbal communication and customer service skills
• Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate
• Investigate and resolve participant issues and share the results with appropriate parties. Provide written instructions to involved parties
• Maintain the confidentiality of the retirement plan participant to protect and insure compliance with policy and procedures
• Maintain a very global level of knowledge in Retirement Plan areas (New Business, ERISA Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas
• Effectively coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department
• Other duties as assigned

Skills

• H.S Diploma or GED
• Less than 2 years' customer service experience and previous contact center experience required
• Proficient written and oral communication skills
• Must be able to manage a number of priorities at one time while working within required deadlines
• Proficient customer focus with excellent interpersonal skills
• Ability to assume ownership and ability to work within a team environment
• Must have a high level of curiosity and show willingness to learn new methods, procedures
• Retirement Plans Experience preferred
• Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration
• Proficiency with Microsoft Office products (Word, Excel and PowerPoint)
• ASPPA exams or equivalents
• Knowledge of OMNI, Relius and recordkeeping systems
• Bilingual in Spanish and English a plus

Benefits

• 401(k) Retirement Plan with company match and quarterly contribution
• Tuition Reimbursement and Assistance
• Incentive Program Bonuses
• Competitive Pay
• Flexible Hybrid work
• Thrive Days - Personal time off
• Paid time off (PTO)
• Health Benefits: Medical, Dental, Vision
• Health Savings Account (HSA) with employer contribution
• Well-being programs with financial rewards
• Employee assistance program (EAP)
• Professional development programs
• Leadership development programs
• Employee resource groups
• StrengthsFinder Program
• Matching donations program
• Paid volunteer time– 8 hours per month
• Generous paid maternity leave and paternity leave
• Fertility, surrogacy and adoption assistance
• Backup child, elder and pet care support

Company Overview