Retirement Services Associate

Banner Life family of companies; Urbana (MD); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Vacation and leave

Health benefits

401(k) employer match

Parental leave

Tuition reimbursement

Job summary

Banner Life Insurance Company is seeking an experienced customer service professional for its Retirement division in Frederick, MD. You will handle client calls, process mail, and support benefit payments and tax forms.

Ideal candidates have 2+ years in customer service, understand pensions, and can work independently within a team. The role is hybrid with comprehensive benefits and growth opportunities.

Qualifications

• High School Diploma or equivalent; college preferred.
• 2+ years in a customer service/administrative role.
• Call Center/CS experience preferred.
• Understanding of pensions and annuities.
• Ability to work independently in a team.
• Strong organization and multitasking skills.

Responsibilities

• Handle incoming client calls and assist with webpage navigation, delivering excellent service.
• Review and process incoming mail, including searching for missing annuitants.
• Research benefit payment questions and set up direct deposit.
• Process death reports, address changes, and changes to payments and taxes.
• Collect information from callers to route to the correct department.
• Provide year-end tax form information and support.
• Monitor mail and task activity daily and respond to inquiries promptly.
• Perform other duties as assigned.

Skills

Project management

Customer service excellence

Communication (oral and written)

Independent / team collaboration

Problem solving

Organization

Education

High School Diploma or equivalent

College preferred

Tools

Microsoft Office Suite

Job description

Overview

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We’re a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

This role is a part of our Retirement division

Banner Life is a leader in Pension Risk Transfer (PRT) with over a decade of experience in the industry. The retirement business has grown steadily since its inception in 2015, and we have written over $14 billion in total PRT premium as of year-end 2025.Known for customer service excellence, Banner Life retirement secures the retirement of over 200,000 annuitants annually.

Responsibilities

• Responsible for handling incoming client calls and assistance with webpage navigation, providing outstanding customer service.
• Review and process incoming mail as needed, including return mail and searching for missing annuitants.
• Research benefit payment processing inquiries and establish new direct deposit setup.
• Responsible for processing of death reports, address changes, stop and reissues of payments, direct deposit changes, tax withholding changes, beneficiary changes etc.
• Intake of appropriate information from callers and determine which department to partner with for next steps.
• Provide year-end tax form information and support.
• Monitor mail/task activity daily to include incoming queue review and handling of documents
• Research and respond to customer inquiries in a timely manner.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent work experience, college preferred
• 2+ years’ experience in a customer service/administrative related position
• Call Center / Customer Service experience preferred
• Understanding of pensions and annuities
• Ability to work independently in a team environment
• Strong project management, organizational, and problem-solving skills.
• Ability to prioritize multiple tasks, work independently, and exercise good judgment.
• Self-motivated, proactive, and detail-oriented with a strong sense of ownership.
• Strong project management, organizational, and problem-solving skills.
• Proven ability to build trust, maintain relationships, and lead through influence.
• Exceptional oral and written communication skills.
• High level of confidentiality, discretion, and professionalism.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Demonstrated ability to interact effectively with senior management and external clients
• Collaborative team player with a flexible, solution-oriented mindset.
• Exercises good judgment, demonstrates flexibility, and prioritizing multiple tasks with competing deadlines
• Self-starter with a strong sense of ownership and involvement

Benefits

• 10 - 25 vacation days, depending on experience level and years of service
• 4 floating holidays, 2 personal days, & 2 wellness days
• 10 - 15 sick days, depending on years of service
• 2 paid volunteering days
• Health benefits, including medical, dental, and vision coverage
• Supplemental health benefits and life insurance
• 6 weeks of paid parental and maternal leave
• Immediate vesting into a 401 (k) savings plan with up to 6% company match
• 100% employer-contributed Pension Plan - Cash Balance Plan after 1 year of service
• Flexible Workspace and Arrangements
• Tuition and Certification reimbursements
• Infertility and domestic partner benefits

The expected hiring compensation range for this position is $45,000 - $55,000 USD annually. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The current bonus target for the position is 3% of the base salary with a stretch to twice the target, modified for corporate and individual performance.

This role is hybrid located in Frederick, MD

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.