Senior Call Center Representative

Mutual of America Financial Group; Phoenix (AZ); Hybrid; USD 41,500 - 62,100; Full time

Benefits offered by this job

Comprehensive Benefits Package

Annual Bonus

Parental Leave

20 days paid time off plus floating holidays

Job summary

Mutual of America Financial Group seeks a Senior Call Center Representative in Phoenix, AZ (hybrid). In this role, you will respond to participant inquiries, validate claims, and assist with financial transactions in a fast-paced environment.

Required qualifications include active FINRA licenses and strong communication skills. The position offers a competitive salary ranging from $41,500 to $62,100, with comprehensive benefits starting on day one. Join us to help our customers achieve financial security.

Qualifications

• Active FINRA SIE and Series 6 licenses required.
• 2 years prior customer service or call center experience in financial services preferred.
• Bilingual in Spanish is a plus.

Responsibilities

• Respond to incoming calls and provide customer assistance.
• Validate withdrawal claims and process requests accurately.
• Assist with Loan Administration and Beneficiary Claims calls.

Skills

Organizational skills

Analytical skills

Problem-solving skills

Communication

Active listening

Education

Bachelor’s or equivalent college 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

• Schedule: March-November – Monday through Friday 6 AM to 6 PM (1 hr lunch break); November–March – Monday through Friday 7 AM to 7 PM (1 hr 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
• Bilingual in Spanish
• 2 years prior customer service or call center experience in the financial services industry

What we offer you

• Competitive base salary
• 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

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

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.