Note: The job is a remote job and is open to candidates in USA. Ameritas is an insurance, financial services and employee benefits provider dedicated to fulfilling life. The Rep, Customer Service - Retirement Plans position involves supporting service delivery by assisting retirement plan participants with inquiries, educating them on options, and maintaining compliance with regulations while delivering exceptional customer service.
Responsibilities
- Answer all inquiries in a professional manner
- Maintain an understanding of the requirements relating to retirement plan participants
- Educate retirement plan participants on available distribution, rollover, and consolidation options and assist participants throughout each process
- Assist participants in accessing their account on-line; assist in resolving retirement plan participants' requests
- Assist in participant education regarding on-line functionality (i.e. on-line enrollment, transfers, loans and withdrawals)
- Become a stakeholder in the future of our organization by identifying process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service
- Protect assets by adhering to all applicable regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines
- Produce professional correspondence and demonstrates professional verbal communication and customer service skills
- Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate
- Investigate and resolve participant issues and share the results with appropriate parties. Provide written instructions to involved parties
- Maintain the confidentiality of the retirement plan participant to protect and insure compliance with policy and procedures
- Maintain a very global level of knowledge in Retirement Plan areas (New Business, ERISA Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas
- Effectively coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department
- Other duties as assigned
Skills
- H.S Diploma or GED
- Less than 2 years' customer service experience and previous contact center experience required
- Proficient written and oral communication skills
- Must be able to manage a number of priorities at one time while working within required deadlines
- Proficient customer focus with excellent interpersonal skills
- Ability to assume ownership and ability to work within a team environment
- Must have a high level of curiosity and show willingness to learn new methods, procedures
- Retirement Plans Experience preferred
- Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration
- Proficiency with Microsoft Office products (Word, Excel and PowerPoint)
- ASPPA exams or equivalents
- Knowledge of OMNI, Relius and recordkeeping systems
- Bilingual in Spanish and English a plus
Benefits
- 401(k) Retirement Plan with company match and quarterly contribution
- Tuition Reimbursement and Assistance
- Incentive Program Bonuses
- Competitive Pay
- Flexible Hybrid work
- Thrive Days - Personal time off
- Paid time off (PTO)
- Health Benefits: Medical, Dental, Vision
- Health Savings Account (HSA) with employer contribution
- Well-being programs with financial rewards
- Employee assistance program (EAP)
- Professional development programs
- Leadership development programs
- Employee resource groups
- StrengthsFinder Program
- Matching donations program
- Paid volunteer time– 8 hours per month
- Generous paid maternity leave and paternity leave
- Fertility, surrogacy and adoption assistance
- Backup child, elder and pet care support
Company Overview
You may know Ameritas as an insurance, employee benefits and financial services company, but we’re in the business of fulfilling life. It was founded in 1887, and is headquartered in Lincoln, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is http://www.ameritas.com.