Customer Service Representative
1 month ago
Job Title: Customer Service Representative - Retirement Plans Expert
About the Role:
We are seeking a skilled Customer Service Representative to join our team at Compunnel Inc. As a key member of our US Retirement Participant Center, you will be responsible for handling inbound requests from 401(k) participants.
Key Responsibilities:
- Provide excellent customer service on approximately 30-40 (inbound) calls per day.
- Process transactions (account/investment changes, withdrawals, loans).
- Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions.
- Assist customers with the completion of appropriate forms, explain rejections.
- Keep current with company policies, procedures, and processes.
- Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability.
- Recommend client-centered resolutions to issues and identify and initiate exceptions within guidelines.
- Assisting callers with website and app navigation/registration/account reset.
Candidate Requirements:
- Minimum 3-4 years of previous customer service/administrative/call center experience.
- Previous experience working in an in-office/hybrid work arrangement.
- Previous exposure to being measured against KPIs.
Desirable Skills:
- Aptitude to build positive relationships between customer/company, effectively organize, prioritize, and multi-task. Attention to detail.
- Ability to deal with a wide variety of personalities in a professional manner.
- Confidence to handle unclear/unfamiliar expectations from customers.
- Problem-solving, critical thinking.
Salary: $45,000 - $60,000 per annum (dependent on experience)
Language: English
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