Senior Financial Services Call Center Specialist

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 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.