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 Core Responsibilities: 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, 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 Job Requirements: 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 Minimum Qualifications: High school diploma or equivalent One year of customer service experience Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word Excellent communication, analytical, problem resolution skills and detail orientation Preferred Qualifications: 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 At Ascensus, we aspire to make a difference for others.
We are a technology-enabled services company that helps people save for retirement, education, and healthcare through our network of institutional, financial advisor, and state partners.
Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity-housed within our Core Values: People Matter.
Quality First.
Integrity Always.
As a leading independent recordkeeping services partner, retirement plan third-party administrator, and government savings facilitator, we aim to hire associates who find pride in going to work every day knowing that they help more than 12 million people save for what matters.
Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).