Participant Experience Specialist
Location
United States
Posted
10 days ago
Salary
$17 - $22 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Participant Experience Specialist
Mid Atlantic Capital Group
Role Description As a Participant Experience Specialist, you are the voice of our firm with the primary goal being to provide high quality, accurate, and time-sensitive service to our customers. Participant Experience Specialists will be trained to answer questions about retirement plan solutions with emphasis on knowledge, problem solving, and adherence to policies and procedures. The position will ideally be located in the Lexington, KY or Cordova, TN location. Responsibilities - Excellent communication skills to anticipate the needs of callers and build rapport with each customer. - Ask probing questions to create a best-in-class client experience and resolve customer requests on first contact. - Educate customers about the services we provide for their retirement needs. - Adapt to changes in the market, industry, or company policies and business conditions. - Balance time effectively and efficiently to ensure the department meets expected service levels. - Meet established goals and objectives: customer experience, first contact resolution, call quality, and call handling time. - Become an internal stakeholder in the future of our organization by making suggestions and participating in the process to improve customer service. - Efficiently navigate through systems/websites to maximize response time and resolve service requests while maintaining ownership and accountability. Qualifications - High school diploma or GED required. - College degree preferred. - Minimum 1-year experience in customer service, hospitality, or retail sales with a high degree of direct customer service. - Prior experience working with qualified plans and/or financial industry experience (preferred but not required). - Strong learning agility. - Results oriented. - Excellent written, verbal, active listening, and interpersonal skills required. - Proficient with Microsoft Office Suite. - Excellent organizational skills. - Bilingual capabilities (Spanish) a plus. Requirements - Hourly: $17.30 to $22.00 per hour, based on experience, plus eligibility to participate in the company's bonus program.
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