Call Center Representative (Remote, Direct Hire)

Our client, a leading retirement and college savings third party administrator, is in search on multiple Call Center Customer Service Representatives to join their team for a DIRECT HIRE and REMOTE opportunity!

Location: FULLY remote in the US, must have STRONG at home Wi-Fi/Internet connection, secure work space, and zero distractions

Schedule: Must be open to working EST time zone

• start times available at 9am, 9:30am, 10am, 10:30am. Looking for flexibility in availability.
• The first 3-4 weeks consist of training from 9:00 am to 5:30 pm EST.

Job Description

The Call Center Representative position is responsible for customer service and processing for account-based employee benefit plans within our service center teams. Service center teams are accountable for servicing 529 Educational Savings accounts, Qualified Plan Retirement accounts, and Individual Retirement Program accounts. Associates will handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products or plans. They are responsible for providing high quality service to all callers using phone, email or chat. Call Center Representatives handle requests, provide explanations regarding benefits and plan provisions, review claims information and update account owner contacts using provided processes. The associate provides excellent customer service through phone calls, emails and/or online chat and supports efficient administration of plans and department practices.

• Attendance is REQUIRED for all of training. NO time off allowed, any time off in the first 90 days will result in termination/end of employment.

Below functions are across all roles.

·Examine, review, process, calculate and (a) pay claims based on information, plan design, insurance filings, documentation and reports; or (b) administer payments based on plan information and documentation, in a timely manner.

·Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner. Meet department and individual service levels and quality goals and support department business objectives. Proactively engage participants, anticipate their needs, offer assistance and solutions.

·Process financial and non-financial transactions timely and accurate.

·Demonstrate flexibility and team-orientation.

·Comply with plan document provisions, regulations, guidelines and company procedures. Maintain confidentiality and keep department, client and participant HIPAA compliant. Responsible for protecting, securing, and proper handling of all confidential data held by company to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to the company or our clients.

Required Education and Experience

·Completing AND passing PC/computer skills assessment required.

·High school diploma or GED, and further applicable education or equivalent experience.

·Bilingual (English/Spanish) preferred

·1+ years of experience within a client service setting within financial services preferred

·Knowledge of tax-advantaged accounts and benefit plans, insurance, and/or claims or payments, preferred.

·Ability and proficiency with Microsoft Office and Excel applications, and claims processing or benefit card systems.

·Ability to handle stressful situations regarding urgent customer needs. Advanced proficiency with Excel and database applications, including formatting and formulas.

·Computer proficiency is required

·Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fraction and decimals, and calculate percentages.

·Excellent listening, verbal and written skills

·Detail oriented, flexible, and self-motivated