RPS Call Center Representative

Union Bank & Trust; Lincoln (NE); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Union Bank & Trust in Lincoln, Nebraska seeks a Retirement Plan Services Call Center Representative to handle participant calls, enrollment processing and distribution paperwork with professionalism.

This role emphasizes research, communication, and adherence to bank policies; hybrid work from home available after onboarding, with attendance as a core requirement.

Qualifications

• Call Center or customer service experience required.
• Ability to understand and explain general retirement plan concepts.
• Knowledge of Microsoft Office Products.
• Proven research and problem solving skills.

Responsibilities

• Provide professional, customer service to phone inquiries from RPS participants, plan sponsors and brokers. Calls include balance inquiries, website assistance and distribution requests. Assist walk in participants as well.
• Provide professional customer service to email inquiries.
• Prepare the distribution paperwork requested by the participants.
• Conduct research for the department (Director, storage).
• Provide back up to other administrative assistants.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Perform other job related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Skills

Call center experience

Customer service

Microsoft Office

Research skills

Problem solving

Communication skills

Tools

Microsoft Office

Job description

Position Summary:

The Retirement Plan Services Call Center Representative is responsible for incoming participant calls, processing of enrollment forms, preparation of distribution paperwork, and assisting all areas of the department with research and communication.

Essential Functions

• Provide professional, customer service to phone inquiries from RPS participants, plan sponsors and brokers. Calls include balance inquiries, website assistance and distribution requests. Assist walk in participants as well.
• Provide professional customer service to email inquiries.
• Prepare the distribution paperwork requested by the participants.
• Conduct research for the department (Director, storage).
• Provide back up to other administrative assistants.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Perform other job related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Qualifications

• Call Center or customer service experience required.
• Ability to understand and explain general retirement plan concepts.
• Knowledge of Microsoft Office Products.
• Proven research and problem solving skills.

Preferred Talents

• Customer service oriented
• Organized
• Time efficient and deadline driven
• Independent
• Accurate and detailed
• Effective communicator

Working Environment

Indoor work - not exposed to outdoor elements or hazards.

Some sedentary work and occasional lifting and/or carrying up to 10 pounds.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.