Customer Care Specialist II

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 driven environment ? 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 Bachelor?s 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

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