Retirement Plan Service Associate

Job Responsibilities

Accurately diagnose issues and provide client driven solutions that meet IRS regulatory requirements. Interpret rules and regulations by applying IRA and IRS knowledge. Assist with various incoming requests for information through multiple platforms. Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues as necessary. Carry out standard customer service activities and handle customer inquiries. Conduct data entry and transaction processing into multiple company platforms, review and verify the information to ensure accuracy and accessibility. Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions. Maintain files and records. Organize work schedule, each day that aligns with changing priorities of the department. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of IRA's and Retirement plans including various legal documents.

Skills: Organizational and time management to prioritize workload, handle multiple tasks, and meet deadlines. Problem solving and critical thinking skills sufficient to assess client issues and accurately provide resolutions. Operating call center software applications. Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages. Develop appropriate plans or perform necessary actions based on recommendations and requirements. Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision. Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision. Plan, organize, prioritize, and oversee activities to efficiently meet business objectives. Develop, monitor, interpret, and understand policies and procedures, while making sure they match organizational strategies and objectives. Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision. Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. Applies an understanding of the business environment and objectives to develop solutions under supervision. Meet high customer service standards. Understand and effectively operate all customer management systems. Perform data analysis for use in reports to help guide decision making. Select, deploy, and get the best results from the most appropriate office system.