Experienced Customer Service Representative - Retirement Plans Specialist for a Dynamic and Supportive Team

Introduction to Ameritas and Our Mission

Ameritas is a company driven by a powerful mission: Fulfilling Life. We achieve this by providing trusted financial products and valued guidance to help people invest in themselves and their futures. Our commitment to helping individuals achieve happiness, health, and financial security is at the core of everything we do. With a wide range of services including individual life and disability insurance, employee benefits, retirement planning, investments, and wealth management, we strive to make a positive impact on the lives of our customers.

About the Role

This Customer Service Representative position is a remote opportunity that offers the chance to work with a talented team dedicated to delivering exceptional service in the retirement plans sector. As a key member of our team, you will utilize your knowledge of company products and processes to support service delivery, conduct basic analysis, and process service-related tasks. Your role will involve working under limited supervision, and you may also provide guidance to entry-level associates or peers, contributing to the growth and development of our team.

Key Responsibilities

• Professional Communication: Respond to all inquiries in a professional and courteous manner, ensuring that every interaction reflects positively on our company and its mission.
• Retirement Plan Expertise: Maintain a comprehensive understanding of the requirements and regulations related to retirement plan participants, including distribution, rollover, and consolidation options.
• Participant Education: Educate retirement plan participants on the available options and assist them throughout each process, ensuring they are well-informed and supported in their financial decisions.
• Technical Support: Assist participants in accessing their accounts online and resolving any issues they may encounter, providing guidance on online functionality such as enrollment, transfers, loans, and withdrawals.
• Process Improvement: Identify opportunities for process improvements that can increase efficiency and effectiveness while maintaining an exceptional level of service, contributing to the continuous evolution of our team.
• Regulatory Compliance: Protect assets by adhering to all applicable regulations, policies, procedures, and risk guidelines, ensuring compliance and mitigating risk.
• Professional Correspondence and Communication: Produce professional correspondence and demonstrate excellent verbal communication and customer service skills, reflecting the high standards of our company.
• Collaboration: Consult with the Client Service and Admin Service teams as needed to provide assistance and support, fostering a collaborative and team-oriented environment.
• Issue Resolution: Investigate and resolve participant issues, sharing results with appropriate parties and providing written instructions as necessary, ensuring timely and effective resolution of concerns.
• Confidentiality and Compliance: Maintain the confidentiality of retirement plan participants' information, adhering to policy and procedures to ensure compliance and protect sensitive information.
• Knowledge Development: Maintain a high level of knowledge in Retirement Plan areas, including New Business, ERISA Plan Services, and Client Services, and remain familiar with daily processing requirements, continuously updating your expertise to provide the best possible service.

Essential and Preferred Qualifications

To excel in this role, you will need:

• Education: A High School Diploma or GED is required, with a college degree preferred for advanced knowledge and skills.
• Experience: 1-2 years of customer service experience, with previous contact center experience required. Retirement Plans experience is preferred, offering a competitive edge in understanding the nuances of the field.
• Special Skills or Knowledge: Proficient written and oral communication skills are essential, along with the ability to manage multiple priorities within deadlines. Excellent interpersonal skills, a customer-focused approach, and the ability to work in a team environment are vital. A high level of curiosity and a willingness to learn new methods and procedures are also necessary for growth and development.
• Preferred Skills: Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration can provide a significant advantage. Proficiency with Microsoft Office products (Word, Excel, and PowerPoint) and experience with systems like OMNI, Relius, and recordkeeping systems are also preferred. ASPPA exams or equivalents and bilingual proficiency in Spanish and English can enhance your application.

Skills and Competencies for Success

To thrive in this position, you should possess:

• Excellent Communication Skills: The ability to communicate clearly, both verbally and in writing, is crucial for success in this role.
• Customer Service Skills: A customer-centric approach, with a focus on providing exceptional service and support, is essential.
• Analytical Skills: Basic analytical skills are necessary for processing service-related tasks and identifying areas for improvement.
• Teamwork and Collaboration: The ability to work effectively in a team environment, providing guidance and support to colleagues as needed, is vital.
• Adaptability and Flexibility: Being adaptable and flexible, with a willingness to learn and take on new challenges, is key to success in our dynamic environment.

Career Growth Opportunities and Learning Benefits

Ameritas is committed to the professional development and growth of our employees. As a valued member of our team, you will have access to:

• Training and Development Opportunities: Continuous learning and development programs to enhance your skills and knowledge.
• Career Advancement: Opportunities for career advancement within the company, allowing you to grow professionally and personally.
• Mentorship: Guidance and support from experienced professionals, helping you navigate your career path and achieve your goals.

Work Environment and Company Culture

At Ameritas, we pride ourselves on our supportive and inclusive work environment. Our company culture is built on:

• Teamwork and Collaboration: A collaborative approach, where every team member is valued and supported.
• Diversity and Inclusion: A commitment to diversity and inclusion, ensuring that every employee feels welcome and valued.
• Community Involvement: Opportunities for community involvement and volunteering, allowing you to make a positive impact beyond your role.
• Employee Well-being: A focus on employee well-being, with programs and initiatives to support your health and happiness.

Compensation, Perks, and Benefits

We offer a competitive total rewards package, including:

• Competitive Salary: A salary that reflects your skills and experience, with opportunities for growth and development.
• Comprehensive Health and Welfare Benefits: A range of benefits to support your health and well-being, including medical, dental, and vision coverage.
• 401(k) and Incentives: A 401(k) plan and incentives to support your financial goals and security.
• Flexible Work Schedules: Flexible work schedules and time off to care for yourself and others, ensuring a healthy work-life balance.
• Additional Benefits: Additional benefits, including tuition reimbursement, student loan repayment, an incentivized well-being program, adoption assistance, and paid time off for volunteering.

An Equal Opportunity Employer

Ameritas is an Equal Opportunity/Affirmative Action Employer, committed to hiring based on qualifications, positive attitude, and exemplary work ethic, regardless of sex, race, color, national origin, religion, age, disability, veteran status, genetic information, marital status, sexual orientation, gender identity, or any other characteristic protected by law.

Conclusion

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Service Representative - Retirement Plans Specialist, you will be part of a dynamic team dedicated to delivering exceptional service and support. With a commitment to your growth and development, a supportive work environment, and a comprehensive benefits package, Ameritas offers the perfect platform to launch or advance your career. Apply today and join our team in fulfilling our mission to make a positive impact on the lives of our customers.