Customer Care Specialist II, PAi

3 months ago

Dresher, United States Ascensus Full time

Newport, an Ascensus company, helps employers offer their associates a more secure financial future through retirement plans, insurance and consulting services. Newport offers comprehensive plan solutions and consulting expertise to plan sponsors and the advisors who serve them. As a provider and partner, Newport is independent, experienced, and responsive.

**Job Summary**

Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.

**Competencies:**

+ Team Success

+ Customer/Client Focus

+ Personal Credibility

+ Applied Learning

**Core Responsibilities:**

+ Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls

+ Accurate and timely completion of day-to-day tasks associated with 401k plan operation

+ Documents details of customer contacts and actions taken

+ Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image

+ Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs

+ Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others

**Job Requirements:**

+ Regular attendance and punctuality

+ Ability to work autonomously or as part of a team

+ Ability to work in a fast-paced, change drivenenvironment

+ Adherence to all company policies and procedures

**Minimum Qualifications:**

+ High school diploma or equivalent

+ 401(k) industry knowledge and experience

+ Completion of Employer training (8-week internal course)

+ Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word

+ Excellent communication, analytical, problem resolution skills and detail orientation

**Preferred Qualifications:**

+ Associates or Bachelors degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience

+ Fluent in English and Spanish

+ Experience in a call center environment

+ Retirement industry experience

_Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com_ _or @futureplan.com_ _email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website._

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (Protected Status).

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