Retirement Customer Support Specialist
HybridBirmingham, Alabama, United States or Cincinnati, Ohio, United States
Job Summary
Communicate with financial professionals and customers via phone and email to provide a high-quality experience, accurately documenting and resolving requests for account information and updates. Process allocation change instructions within variable products while researching contract details and reviewing product information using software tools. Educate customers on digital self-service options to resolve future requests efficiently. Meet established individual and team metric goals while mitigating fraud risks during account verification. Requires proficiency in Windows-based environments including Office 365 and Microsoft Teams, with flexibility between 7:30a-5p CST Monday through Friday. Training occurs from 8:00a-4:30p CST, followed by a hybrid schedule transitioning to potential full-time remote work.
Required Qualifications
- High school diploma/equivalent
- Proficiency in a Windows based environment (Office 365 & Microsoft Teams)
- Strong client focused and managed-money mindset
- Must be flexible between 7:30a-5p CST Monday – Friday
- Must attend the training as scheduled
- Decision-Making & Problem-Solving skills
- Communication skills
- High Aptitude for Learning
- Dependability
Desired Qualifications
- Prior customer service or Contact Center experience
- An associate or bachelor's degree
- Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.)
- Annuity industry knowledge and experience
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