Customer Service Representative

3 months ago

Dartmouth, Canada Recrute Action Full time
Job Description
Customer Service Representative

Are you passionate about contributing to a growing business, building strong customer relationships, and enhancing your professional experience? Our client in the insurance industry is looking to hire 20 Customer Service Representatives to join their Retirement Services Team. As a Customer Service Representative, you will be part of the US Retirement Participant Center, handling inbound requests from 401(k) participants. You will provide critical account information, assist with investment changes, process withdrawals and loans, and support participants with website navigation, helping them make informed decisions about their retirement plans.

What is in it for you:

• Hourly salary of $22.15.
• 6-month contract with the potential for permanent employment.
• Full-time position: 37.50 hours per week.
• Hybrid work: 3 office days, from Tuesday to Thursday.
• Operating hours (AST): Monday through Friday, 8 am to 11 pm.
• Work schedule: starting between 8 am and 2 pm, with rotating schedules.
• Preferred shifts: 10 am to 6 pm, 11 am to 7 pm, and 12 pm to 8 pm.
• Opportunity to work in a dynamic and professional environment.
• Join a passionate and inclusive team of professionals.

Responsibilities:

• Provide exceptional customer service, handling 30-40 inbound calls daily.
• Process account and investment changes, withdrawals, and loans.
• Offer insight into retirement accounts, explain retirement plan provisions, and assist customers with form completion.
• Keep up-to-date with company policies and procedures.
• Meet key performance metrics related to customer satisfaction, accuracy, and productivity.
• Resolve issues within established guidelines, ensuring a client-focused approach.

What you will need to succeed:

• Post-secondary education with industry certification is preferred or equivalent work experience.
• Background in customer service, with at least 2 years of experience ideal.
• Knowledge of 401(k)/pension plans (or Canadian equivalents) is an asset.
• Knowledge of our business policies, procedures, and concepts.
• Excellent communication skills, both verbal and written.
• Bilingualism in English and Spanish is a plus to support clients in both languages.
• Confidence to handle unclear/unfamiliar expectations from customers.
• Ability to deal with a wide variety of personalities in a professional manner.
• Aptitude to build positive relationships between customer and company, effectively organize, prioritize, and multi-task. Attention to detail.
• Capacity to work independently or with minimal direction, within a team.
• Flexibility required to accommodate shifts that may change based on business needs.

Why Recruit Action?

Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

# MFCJP00013684 

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