Customer Service Representative - Senior

Spectraforce Technologies; El Paso (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Spectraforce Technologies in El Paso, TX seeks a Senior Customer Service Representative to support Retirement Services. The role focuses on addressing client inquiries about IRAs and small business retirement plans, building loyalty, and solving complex problems.

Ideal candidates have high-level customer service skills, call-center experience in finance, and the ability to explain intricate topics clearly. The position requires a flexible schedule, strong teamwork, and professional integrity.

Qualifications

• High School Diploma or Equivalent.
• Education Level Preferred: Bachelor's Degree.
• Hi-volume call center experience in Financial Industry is desirable.
• Strong technical skills with Windows, Excel, Outlook and Teams.

Responsibilities

• Assist clients with questions and needs regarding their accounts to build and maintain loyalty.
• Provide clear guidance on retirement products and services.
• De-escalate issues and resolve inquiries efficiently.
• Educate clients on complex topics related to retirement accounts and IRS rules.

Skills

Customer service

De-escalation

Communication

Time management

Team cooperation

Problem solving

Leadership

Flexibility

Integrity

Analytical skills

Education

High School Diploma or Equivalent

Bachelor's Degree

Tools

Windows

Excel

Outlook

Microsoft Teams

Job description

Job Title: Customer Service Representative - Senior

Duration: 6 months

Location: El Paso, TX 79912

Shift: 8 am to 5 pm, M-F

Description:

The 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.

Are you passionate about making a positive impact? Are you interested in helping people accomplish their retirement goals? Do you enjoy problem solving or educating others?

As a member of the Retirement Services team, you will be responsible for assisting clients with questions and needs regarding their accounts to build and maintain client loyalty.

What You Have

• Strong technical skills, including knowledge of Windows (XP), internet searching, database systems (Excel), email (Outlook), and Microsoft Teams
• De-escalation
• Excellent customer service skills
• Hi-volume call center experience in Financial Industry
• Passion for service with strong client-focus and the desire to help people
• Strong communication and relating skills with the ability to navigate and explain complex subjects such as IRS rules and regulations to client
• Ability to work a flexible shift in response to business demand
• Positive attitude, enthusiasm, professionalism, adaptable mindset, and strong work ethic with high level of integrity and ethics
• Well-developed organizational, time management, prioritization, and analytical skills
• The ability and desire to work cooperatively with team members
• Ability to set challenging goals and focus on achieving or exceeding them
• Proven leadership skills and experience
• Demonstrated desire to lead as well as challenge yourself to learn and grow in Retirement Services.

Education Level Required

• High School Diploma or Equivalent.
• Education Level Preferred: Bachelor's Degree.