Senior Call Center Representative

Mutual of America; Phoenix (AZ); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Annual Bonus

401(k) Match

Parental Leave

Paid time off

Benefits package starts day one

Job summary

Mutual of America Financial Group in Phoenix, AZ, is seeking a Senior Call Center Representative to handle inbound participant services calls in a hybrid environment. The role requires active FINRA Series 6 and SIE licenses and a proven background in financial services customer support.

You will respond to inquiries on withdrawals, rollovers, loans, and beneficiary claims, while using Salesforce for case notes and maintaining strong service levels in a fast-paced setting.

Qualifications

• Active FINRA SIE and Series 6 licenses are required.
• 2 years of prior customer service or call center experience in financial services.
• Excellent organizational and analytical skills.
• Strong problem-solving skills.
• Strong written and verbal communication skills.
• Patient and empathetic attitude.
• Great active listening skills.
• Comfortable working in fast-paced environments.

Responsibilities

• Responds to incoming calls, answers questions relating to company products, and provides general customer assistance such as online access, form completion and status updates on withdrawals and rollovers.
• Validate withdrawal claims through the 800-Line and submit them to the Processing Center.
• Research and communicate reasons for withdrawal form rejection and assist with proper completion.
• Fulfill requests for product literature, statements, 1099 requests, withdrawal forms, etc.
• Update Salesforce with case notes as required.
• Assist with Loan Administration calls and status updates for loan inquiries.
• Assist with Beneficiary Claims calls and status updates for benefits from deceased participants.
• Refer callers to Rollover department or Regional Offices for specialized assistance.
• Assist with processing financial and non-financial transactions via mail and email.
• Assist with password resets for online account access and transactions.

Skills

Customer service

Call center experience

Communication skills

Active listening

Problem solving

Empathy

Attention to detail

Education

Bachelor's degree

Tools

Salesforce

Job description

Mutual of America Financial Group

Job Title:Senior Call Center Representative Location:Phoenix, AZ (hybrid)

Who We Are:

At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility. Since 1945, we have specialized in providing small and mid-sized not-for-profit organizations and companies with pension and retirement-related services, along with leading customer support. We work diligently to understand the needs of plan sponsors. We provide them with competitively priced solutions so they can help their employees achieve their financial savings goals.

We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.

Role Summary:

The Participant Services division is based out of Phoenix, AZ. The Associate will respond to Participant Services inbound calls from Mutual of America participants, contract holders, and prospective customers.

*One must have an active series 6 FINRA license to be considered.

Responsibilities:

• Responds to incoming calls, answers questions relating to company products, and provides general customer assistance such as online access, form completion and provides status updates on withdrawals and rollovers from customer retirement savings accounts (401K, 403b, etc.) in a fast-paced inbound call center environment.
• Validate withdrawal claims through the 800-Line and submit them directly to the Processing Center accurately and in a timely manner.
• Research and communicate to participants reasons for withdrawal form rejection, assist with proper completion of withdrawal forms.
• Fulfills phone requests for product and plan literature, quarterly statements, 1099 requests, withdrawal forms, etc.
• Updates Salesforce system with all case notes as required.
• Assist with Loan Administration calls and status updates for participant inquiries on how to model a loan, complete a loan application, questions regarding loan payments, loan amounts available and status of loan application processing from retirement savings accounts.
• Assist with Beneficiary Claims calls and status updates for participant inquiries regarding benefits from deceased participants retirement savings accounts.
• Refers callers to the Rollover department for sales opportunities or Regional Offices for specialized assistance.
• Assists with the processing of financial and non-financial transaction requests received via mail and email.
• Assist and/or troubleshoot password resets for online account access and transactions.

Required Qualifications:

• Working hours will be between the following hours of operation:
  • March through November
    • Monday through Friday 6 AM to 6 PM, 1 hour lunch break
  • November through March
    • Monday through Friday 7 AM to 7 PM, 1 hour lunch break
  • Active FINRA SIE and Series 6 licenses
  • Excellent organizational and analytical skills
  • Strong problem-solving skills
  • Strong communication, both written and verbal
  • A patient and empathetic attitude
  • Great active listening skills
  • Comfortable working in a fast-paced environments

Preferred Qualifications:

• Bachelor's or equivalent college degree
• 2 years prior customer service or call center experience in the financial services industry

What we offer you:

• Annual Bonus
• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
• 401(k) Match: You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions. A non-elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
• Parental Leave: 8 weeks fully paid
• Paid time off: 20 days plus two floating personal holidays

The salary range below describes the minimum to maximum base salary range for this role. The role is also eligible for an annual bonus; whereby total compensation may exceed this range depending on individual and / or company performance.

Base Salary Range: $41,500 - $62,100

Visitwww.mutualofamerica.com/careersfor additional details about life at Mutual of America. You can also follow us onTwitter:@mutualofamerica |Facebook:@mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.