Retirement Specialist

Job Summary:

The Business Process Associate is expected to provide exceptional service to our customers by addressing inquiries, resolving concerns, and ensuring a positive customer experience for a US Retirement Services account. The ideal candidate should be customer-focused, patient, and able to communicate effectively in English.

Key Responsibilities:

- Handle and complete plan participants requests in a timely manner and within quality standards.

- Handle plan participants inquiries via phone or email in a professional and timely manner.

- Assist plan participants with product/service information, billing concerns, order tracking, and troubleshooting.

- Resolve complaints by identifying issues, providing appropriate solutions, and following up to ensure satisfaction.

- Maintain accurate records of customer interactions and transactions in the company's CRM system.

- Escalate complex issues to the appropriate department when necessary.

- Meet or exceed performance targets (e.g., response time, resolution rate, customer satisfaction scores).

- Stay updated on company products, services, and policies to provide accurate information.

- Adhere to company guidelines, data privacy policies, and quality assurance standards.

Qualifications & Skills:

- **Education:** At least 2 years in college

- **Experience:** Previous experience in customer service or business processing for a US Retirement account is required.

- **Communication Skills:** Excellent verbal and written English.

- **Technical Skills:** Basic computer proficiency (MS Office, CRM tools, email, chat support).

- experience in using FIS OMNI/Relius is required.

- **Soft Skills:**

- Patience, empathy, and active listening.

- Problem-solving and conflict resolution.

- Ability to work in a fast-paced environment.

- **Willingness to work** in shifting schedules (including nights, weekends, and holidays) if required.

Preferred Qualifications:

- Experience in US Retirement, Life Insurance, or Financial Services.

- Experience in using FIS OMNI/Relius, Salesforce, Decisions.com