The Client Service Associate is responsible for delivering exceptional customer service to participants of retirement plans as part of the Participant Services team. Following procedures, this position provides client service to our participants by handling requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, product or plan information, and policies and procedures. Exceptional service is professional, knowledgeable, empathetic, efficient, accurate, and adds value to the participant experience. A Client Service Associate engages a participant during phone interactions by providing positive assistance, solutions, and education to the participant during phone interactions. This role initiates account transaction requests and researches and resolves complex issues in a timely manner to completion. This position works in tandem with other Retirement units to answer questions and resolve issues on behalf of participants. This position is also responsible for placing follow-up calls to enhance the participant's experience when appropriate.
Section 2: Job Functions, Essential Duties and Responsibilities
Respond to all participant phone inquiries and deliver exceptional customer service.
Demonstrate strong problem resolution and analytical skills. Solid organizational and communication skills with a strong attention to detail.
Demonstrate focus in improving workflows, policies, and procedures. Log and track calls/requests to communicate business trends in servicing participants. Address opportunities to maintain and improve business relationships with participants.
Process financial and non-financial transactions accurately, or guide participants through these processes to complete these items on the participant website
Provide timely, clear, and concise communication to participants regarding overall service expectations, procedures and timeframes related to their individual inquiry.
Respond to participant inquiries about financial performance and investments using available resources. Topics may include personal rate of return, personal activity reports, historical investment performance, model performance and information found on fund fact sheets and prospectuses.
Achieve stated service levels by consistently meeting and exceeding customer service protocols as identified by department objectives, maintain call quality scores at or above department guidelines and exhibit professional call management etiquette at all times.
Consistently provide a high level of customer service while communicating and coordinating efforts with other Retirement units to address all participant issues and provide necessary research, problem solving and resolution support. Resolve all issues by consistent follow up on status until final resolution is communicated to the participant.
Place proactive out bound calls to internal departments as needed to resolve participant questions. Also place calls externally as needed to consistently deliver exceptional customer service.
Ability to recognize any business issues that may cause risk or liability to Ascensus or clients and communicate your findings immediately to management.
Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.
Associate degree or above, or equivalent work experience
Prior customer service or retirement services experience required (1 year)
Proficiency in MS Office Suite of products, and PC/keyboard proficient
Complete core training, consistently improve job knowledge and maintain retirement industry competency via continuing education opportunities
Comprehensive understanding of Ascensus administrative and workflow process
Excellent listening, verbal and written skills
Ability to work well under pressure with multiple priorities and meet any required deadlines
Make decisions as needed to meet our participants' needs balanced with mitigating any risk or liability to Ascensus.
Ability to work in a team environment
Detail oriented, flexible, and self-motivated
We are proud to be an Equal Opportunity Employer
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").