Customer Service Representative

cyberThink Inc; El Paso (TX); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

cyberThink Inc. is seeking a Customer Service Representative to join the Retirement Services Operational Support Team.

You will assist clients with complex questions about retail IRAs and small business retirement plans, including distributions and tax elections, while handling high-volume calls with a service-first mindset. The role focuses on clear explanations of IRS rules, diligent processing of retirement transactions, and collaboration across the CS&S organization to deliver expert support

Qualifications

• Strong technical skills with Windows XP, Excel, Outlook and Teams.
• De-escalation and high-volume call center experience in financial industry.
• Ability to explain IRS rules to clients with clarity.
• Flexible shift availability and strong integrity.

Responsibilities

• Provide expert guidance on retirement products and account operations.
• Assist clients with distributions, Roth conversions and tax withholding decisions.
• Collaborate with Retirement Services OST to ensure accurate information and timely responses.

Skills

Windows XP

Excel

Outlook

Microsoft Teams

De-escalation

High-volume calls

Financial industry

Customer-focused

Communication skills

Time management

Job description

As a Customer Service Representative, you will work with Retirement Services Operational Support Team is a department within Tier 2 of Client Services & Support (CS&S). Retirement Services OST provides expertise on complex product and service questions about retail IRAs (i.e., Traditional, Roth, Inherited IRA, Educational Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/ QKEPA, i401k). We also process several retirement account transactions such as distributions, Roth conversions, and changes to tax withholding elections. We inspire client loyalty by providing specialized guidance and solutions to fulfill client needs and we place heavy emphasis on employee development and collaboration.

Required Skills, Experiences, Education and Competencies

• :Strong technical skills, including knowledge of Windows (XP), internet searching, database systems (Excel), email (Outlook), and Microsoft Team
• sDe-escalation
• sHi-volume call center experience in Financial Industr
• yPassion for service with strong client-focus and the desire to help peopl
• eStrong communication and relating skills with the ability to navigate and explain complex subjects such as IRS rules and regulations to clien
• tAbility to work a flexible shift in response to business deman
• dPositive attitude, enthusiasm, professionalism, adaptable mindset, and strong work ethic with high level of integrity and ethic
• sWell-developed organizational, time management, prioritization, and analytical skill
• sThe ability and desire to work cooperatively with team member
• sAbility to set challenging goals and focus on achieving or exceeding the
• mProven leadership skills and experienc
• eDemonstrated desire to lead as well as challenge yourself to learn and grow in Retirement Service

s
The hourly range for roles of this nature are $18.00 to $23.00/hr. Rates are heavily dependent on skills, experience, location, and industr

y.
cyberThink is an Equal Opportunity Employer