Experienced Customer Care Specialist II – Delivering Exceptional Support in 401(k) Administration and Cross-Functional Environments at blithequark

Introduction to blithequark and the Industry At blithequark, we pride ourselves on being a leading force in the financial services sector, particularly in 401(k) administration. Our mission is to provide top-notch support to our clients, ensuring they have a seamless and positive experience with our services. As a key player in this industry, we recognize the importance of having a skilled and dedicated team that can address the diverse needs of our customers. If you're passionate about delivering exceptional customer care and are looking for a challenging yet rewarding role, we invite you to join our team as a Customer Care Specialist II. Job Summary In this critical role, you will serve as the frontline support and the face of blithequark, providing a positive customer experience and creating value with every customer contact. You will operate in a cross-functional environment that includes, but is not limited to, 401(k) administration, requiring you to be versatile, proactive, and highly customer-focused. Your primary goal will be to ensure that every interaction with our customers, whether they are employees, employers, or Financial Advisors (FAs), is handled with professionalism, empathy, and a solution-oriented approach. Core Competencies To excel in this position, you will need to embody our core competencies, which include: Team Success : The ability to work collaboratively with your team to achieve common goals and support each other in delivering exceptional customer service. Customer/Client Focus : A deep understanding of our customers' needs and the ability to tailor your support to meet those needs effectively. Personal Credibility : Demonstrating integrity, reliability, and professionalism in all your interactions, both internally and externally. Applied Learning : The capacity to continuously learn and apply new knowledge and skills to improve your performance and contribute to the team's success. Core Responsibilities Your key responsibilities as a Customer Care Specialist II at blithequark will include: Primarily responsible for answering inbound calls from employees, employers, and/or Financial Advisors (FAs) of companies that have 401(k) services, providing solutions, and processing requests generated from these calls. Accurate and timely completion of day-to-day tasks associated with 401(k) plan operation, ensuring that all processes are followed efficiently and effectively. Documenting details of customer contacts and actions taken, maintaining thorough and accurate records. Proactively discovering and resolving 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. Developing and applying continuously growing product and process knowledge to effectively anticipate and meet customer service needs, staying up-to-date with industry developments and best practices. Continually identifying problems, including but not limited to procedural gaps, and assisting in resolving them with the appropriate resource(s), such as a Leader, Quality Assurance, and/or others, to ensure seamless service delivery. Job Requirements To be successful in this role, you will need to: Demonstrate regular attendance and punctuality, recognizing the importance of your role in supporting our customers. Be able to work autonomously or as part of a team, adapting to different situations and priorities. Thrive in a fast-paced, change-driven environment, being flexible and resilient in the face of challenges. Adhere to all blithequark policies and procedures, ensuring compliance and contributing to a positive and respectful work environment. Minimum Qualifications To be considered for the Customer Care Specialist II position, you must have: A high school diploma or equivalent, providing a foundation for further learning and development. 401(k) industry knowledge and experience, enabling you to understand the nuances of our services and address customer inquiries effectively. Completion of Employer training (an 8-week internal course), which will equip you with the specific knowledge and skills required for this role. Solid mathematical abilities and computer skills, including experience with Microsoft Office Outlook, Excel, and Word, to efficiently manage data and communicate with customers and colleagues. Excellent communication, analytical, problem resolution skills, and detail orientation, allowing you to provide high-quality support and resolve issues promptly. Preferred Qualifications While not mandatory, the following qualifications are highly desirable: An Associate's or Bachelor's degree or equivalent certifications in business, communications, finance, or accounting, or equivalent work experience, demonstrating a higher level of education and expertise. Fluency in English and Spanish, enabling you to support a broader range of customers and enhance our service offering. Experience in a call center environment, familiarizing you with the fast-paced nature of customer service and the importance of timely issue resolution. Retirement industry experience, providing a deeper understanding of the sector and the ability to offer more informed support to our customers. Skills and Competencies for Success To excel as a Customer Care Specialist II at blithequark, you will need to possess a unique blend of skills and competencies, including: Excellent Communication Skills : The ability to communicate clearly, empathetically, and effectively with customers, colleagues, and other stakeholders. Problem-Solving and Analytical Skills : The capacity to analyze problems, identify solutions, and implement them efficiently, ensuring that customer issues are resolved promptly and to a high standard. Time Management and Organization : The ability to prioritize tasks, manage your time effectively, and maintain accurate records, ensuring that all responsibilities are fulfilled to a high standard. Adaptability and Flexibility : The willingness to adapt to changing circumstances, priorities, and customer needs, demonstrating resilience and a customer-centric approach. Teamwork and Collaboration : The ability to work collaboratively with your team, supporting each other to achieve common goals and deliver exceptional customer service. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Care Specialist II, you will have access to a range of training programs, workshops, and learning opportunities designed to enhance your skills, knowledge, and career prospects. Our goal is to support your professional development, helping you to achieve your career aspirations and contribute to the success of our organization. Work Environment and Company Culture blithequark prides itself on its positive and inclusive work environment, where every employee is valued, respected, and empowered to contribute to our mission. We believe in fostering a culture of openness, transparency, and collaboration, where ideas are shared, and feedback is encouraged. Our team is passionate about delivering exceptional customer service, and we are looking for like-minded individuals who share our commitment to excellence and customer satisfaction. Compensation, Perks, and Benefits As a valued member of the blithequark team, you can expect a competitive compensation package, along with a range of perks and benefits designed to support your well-being, recognize your contributions, and reward your achievements. These may include, but are not limited to, health insurance, retirement plans, paid time off, and opportunities for professional development and growth. Conclusion If you are a motivated and customer-focused individual looking for a challenging and rewarding role in a dynamic and growing organization, we encourage you to apply for the Customer Care Specialist II position at blithequark. With your skills, experience, and passion for delivering exceptional customer service, you can make a real difference to our customers and contribute to the success of our team. Join us on our mission to provide top-notch support and create value for every customer, every time. Apply now and take the first step towards an exciting and fulfilling career with blithequark. Apply for this job