Job Description: Customer Service Associate

Designation: Customer Service Associate

Type: Full-Time

Qualifications:

- Any Graduation

- ASPPA Certification (Preferred)

Years of Experience:

- 1 to 3 years of experience in customer service

- 3+ years of experience in the US Retirement Services domain (Defined Contributions) with a focus on managing participant-level services

- 2+ years of experience in Money Out processes, including:

- In-service withdrawal

- Survivor benefits

- Immediate and deferred annuities

- Hardship withdrawal determination and payments

- Rollover out

- Lump sum distributions

- Required minimum distributions

- Complex distributions

- Loan payoff and child support

Key Responsibilities :

- Coach and mentor team members to enhance their skills and expertise.

- Lead and manage teams, fostering a motivating and inspiring work environment.

- Ensure strict adherence to client confidentiality and non-disclosure of sensitive information.

- Comply with all client policies, procedures, and relevant regulations; escalate issues as necessary.

- Research and address queries/requests from Business Partners and Client Support Teams with minimal response time.

- Actively participate in process improvements and automation initiatives.

- Adhere to Quality Control standards and client SLAs.

- Identify potential areas requiring additional controls and enhancements.

- Exhibit excellent organizational skills, prioritizing high-value transactions effectively.

- Complete assigned responsibilities and projects within set timelines while managing daily business-as-usual (BAU) tasks.

- Create and update procedure documents, ensuring compliance with established standards.

Desired Skills:

- Strong verbal and written communication skills.

- Proficient typing skills and attention to detail.

- Excellent time management abilities.

- Ability to work independently and as part of a team.

- Experience in leading and managing teams within the US retirement industry is mandatory.

- Availability for core night shifts based on business requirements.

About Us:

- Our retirement solutions encompass a comprehensive approach to planning for the future, covering a wide range of services throughout a plan's lifecycle.

- This includes plan development and enhancement, sales and marketing, client onboarding and management, participant enrolment, and reporting. Our products range from individual retirement accounts (Roth IRA) to corporate retirement funds, ensuring clients have the tools needed for effective retirement planning.

How to Apply:

Interested candidates are invited to submit their resume and cover letter

We look forward to welcoming a dedicated and skilled Customer Service Associate to our team!