RPS Call Center Representative

Union Bank & Trust; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

Union Bank & Trust is seeking a Retirement Plan Services Call Center Representative to handle incoming participant calls, process enrollment forms, and prepare distribution paperwork. You will assist all areas of the department and maintain professional service standards.

You will follow bank policies, complete compliance training, perform research, provide backup to other admins, and ensure regular attendance. Strong communication and problem-solving skills are essential in this role.

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

• Handle incoming participant calls, balance inquiries, website assistance, and distribution requests, and assist walk-in participants.
• Provide professional customer service to email inquiries.
• Prepare distribution paperwork requested by participants.
• Conduct research for the department and assist with ad hoc inquiries.
• Provide back-up to other administrative assistants as needed.
• Adhere to bank policies and regulatory compliance; complete required training and follow processes.
• Report compliance issues per bank policies.
• Perform other job related duties or special projects as assigned.
• Maintain regular and reliable attendance.

Skills

Call center experience

Retirement plan concepts

Microsoft Office proficiency

Research and problem solving

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.