Customer Service Representative

6 days ago

Salt Lake City Utah, United States Utah Retirement Systems Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Utah Retirement Systems. As a key member of our customer service team, you will be responsible for providing exceptional service to our members, answering their questions, and resolving their issues in a timely and professional manner.

Key Responsibilities
  • Provide exceptional customer service to our members, responding to their inquiries and resolving their issues in a timely and professional manner.
  • Process participant applications, including regular and hardship withdrawals, plan loans, loan defaults, Required Minimum Distributions (RMD), W-4Rs, IRA conversions, and re-characterizations.
  • Act as a department cashier, accepting payments and reconciling and balancing receipt books.
  • Investigate, research, and respond to customer issues received by mail, phone, email, and other sources in a timely and appropriate manner.
  • Work on individually assigned projects, such as editing or updating departmental brochures or marketing materials, researching retirement-related topics, or overseeing certain departmental processes.
  • Back up other Customer Service Specialists when they are on vacation, sick, etc.
  • Maintain strict confidentiality.
Requirements
  • Associate degree and two (2) years of related experience; or an equivalent combination of education and experience.
  • Preferred qualifications: Call-center experience, industry certifications (Certified Financial Planner (CFP), Certified Employee Benefit Specialist (CEBS), Chartered Financial Consultant (ChFC), etc.), experience in retirement plans and/or IRA administration, and sales.
  • Knowledge, Skills, and Abilities:
    • Required technical skills include the working knowledge and ability to:
      • Use Microsoft Office programs at an intermediate level.
      • Handle telephone operations.
      • Handle general office equipment operations and maintenance.
    • Required mathematical skills include:
      • Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals.
      • Operate 10-key calculator by touch.
      • Basic bookkeeping.
      • Basic accounting and related statistical procedures.
    • Must possess excellent communication skills:
      • Communicate effectively verbally and in writing.
      • Write and edit documents effectively and efficiently.
      • Telephone etiquette.
      • Excellent public relations and interpersonal skills.
    • Must have the ability to:
      • Establish and maintain effective working relationships with co-workers, members, and the public.
      • Read, interpret, and communicate Saving Plans policy and procedures.
      • File documents accurately and efficiently.
      • Analyze a variety of retirement issues and make recommendations.
      • Follow written and verbal instructions.
      • Understand the purposes, principles, and theory of retirement-related savings plans.
      • Understand retirement laws, IRS, and Treasury codes and regulations, policies, and guidelines.
      • Prioritize work.
      • Perform within deadlines.
      • Work well in a team environment as well as independently.
      • Multi-task by handling a variety of duties in a timely and efficient manner.
      • Follow through with assignments.
      • Deal effectively with stress caused by workload and time deadlines.

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