Retirement Customer Support Specialist

Protective; Cincinnati (OH); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) with company match

Paid time off

Job summary

Protective is seeking Retirement Customer Support Specialists to handle calls and emails for retirement contract owners and financial advisors. You will deliver high-quality customer experiences with a managed-money mindset and professional communication.

The role requires learning new systems, documenting requests, and resolving account information efficiently. Training is scheduled, with a Hybrid work setup (in-office 3 days/week, 2 days remote) and growth opportunities.

Qualifications

• Prior customer service or Contact Center experience preferred
• High school diploma/equivalent required
• An associate or bachelor’s degree preferred
• Financial services experience preferred
• Annuity industry knowledge and experience a plus
• Proficiency in Windows-based environment required (Office 365 & Teams)
• Strong client-focused and managed-money mindset required

Responsibilities

• Handle a wide variety of customer issues using technology and critical thinking
• Provide professional, accurate, and responsive contact resolution
• Communicate with financial professionals and customers via phone and email
• Navigate contract information, research products, and communicate effective solutions
• Process allocation change instructions within variable products
• Meet or exceed individual and team metrics

Skills

Customer service

Contact Center

Communication

Decision making

Learning agility

Dependability

Problem solving

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Financial services experience

Annuity knowledge a plus

Tools

Office 365

Microsoft Teams

Job description

The work we do has an impact on millions of lives, and you can be a part of it.

Wehelp protect our customers against life’s uncertainties.Regardless ofwhere you work within thecompany, you’ll behelping provide protection and peace of mind when our customers need it most.

Are you looking for a career and not just a job? If you are and want to grow within a company, our Retirement Customer Support positions are a great way to launch or to pivot your career. These are challenging roles where you will handle a wide variety of issues for our customers using technology and your critical thinking skills.

The Retirement Customer Support team delivers an exceptional customer experience via answering phone calls and emails for all retail retirement contract owners and financial advisors. Our Specialists are responsible for professional, accurate, and responsive contact resolution with a managed-money approach and mindset.

Retirement Customer Support Specialists communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude.

Our Specialists utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.

Retirement Customer Support Specialists are responsible for accurately documenting and resolving requests for account information and updates. This individual understands the digital customer experience and educates customers about easier and more efficient ways they can resolve future requests.

Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products.

Consistently meets or exceeds established individual and team metric goals.

Prior customer service or Contact Center experience preferred

High school diploma/equivalent required

An associate or bachelor’s degree preferred

Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) preferred

Annuity industry knowledge and experience a plus

Proficiency in a Windows based environment (Office 365 & Microsoft Teams) required

Strong client focused and managed-money mindset required

HOURS:Must be flexible between 7:30a-5p CST Monday – Friday. Actual shift times once in production are based on business needs and may vary between 7:30a-5p CST.

This position requires that you attend the training as scheduled.

Training schedule for this position will be from 8:00a-4:30p CST.

This is position will start Hybrid after Training (in office 3 days a week and Work from Home 2 days) but can lead to Work from Home Full-Time.

Decision-Making & Problem-Solving skills – Able to intake information from multiple sources to evaluate problems and potential solutions. Understands how to use resources and job aids to follow documented procedures and processes. Has an awareness of financial risks when making processing decisions. Ability to mitigate fraud risks when performing account verification.

Communication skills - Listens attentively and actively, asks clarifying questions and manages distractions and interruptions. Proficient spelling, punctuation, and grammar. Strong emotional intelligence and organizational skills as well as the ability to tailor communication style to match the caller.

High Aptitude for Learning – Embraces change and will take on the challenge of learning new information, systems, products, and procedures. Enjoys learning and seeks out training to further develop knowledge and understanding.

Dependability – Meets attendance and punctuality requirements.

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Employee Benefits:

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program.Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day).The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.