Call Center Specialist

This position is responsible for taking a wide range of incoming calls from retail clients, retirement plan participants, and plan sponsors. Troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries.

Essential Responsibilities:

Job Function 1:

Client Service – 70%

Answer telephone and email inquiries from retirement participants promptly and courteously. Show respect and patience to all participants. Respond to telephone requests within 2-3 hours. Calls will cover a wide range of topics, including plan specific provisions, IRS and DOL regulations surrounding retirement plans, contributions, distributions, vesting, fund transfers, reallocations, investment election changes, and more.
Provide professional, accurate and clear communication.
Understand and clearly communicate inquiry and transactional use of the Alerus website and voice response system.
Understand and communicate basic provisions of plan documents, adoption agreements and loan policies to clients and participants.
Handle exchange of information, technical questions, and client concerns confidently and independently.
Meet service standards. Proactively notify manager if standards will not be met.

Job Function 2:

ARB Processing Functions – 10%

Fund to Fund transfers including investment elections.
Accurately and timely entering in current business enrollment forms.
Beneficiary entry.
Deferral rate entry.
Stop pay/reissue requests.
Returned checks/1099R’s.
Monitor and answer Call Center and email questions and respond to both within 2-3 hours.
Monitor calls for potential IRA referrals.

Job Function 3:

Resource & Financial Management – 10%

Meet the company’s annual client retention rate goal.
Establish work objectives and priorities to perform work in a cost-effective manner.
Use company resources appropriately to maintain expenses within budget.
Make recommendations for ways to increase productivity, reduce system usage and staff overtime.

Job Function 4:

Technical and Professional Development – 5%

Attend and participate in department training programs and meetings.
Complete training in a timely manner.
Develop proficiency on systems including OmniPlus, Admin Access, Microsoft Word and Excel in order to accurately and efficiently complete daily activity.
Identify personal training needs.
Assist in developing and maintaining procedures.
Increase personal knowledge and expertise in plan regulation and administration. Pursue a program of continuing education through course work, meetings and reading to maintain and enhance professional skills.

Job Function 5:

Department Support and Teamwork – 5%

Complete projects at direction of manager.
Foster a positive work environment and support co-workers in achievement of departmental goals.
Treat all co-workers with professionalism and respect.
Recognize and celebrate individual/team accomplishments.

Position Requirements:

Qualifications:

Bachelor’s degree preferred, along with 3 years business experience in employee benefits, customer service, or accounting/bookkeeping.
1+ years of experience directly related to retirement plans preferred.
Excellent written/oral communication and organization skills required.
Ability to prioritize, be self-motivated, and independently manage multiple concurrent tasks and meet deadlines.
Basic knowledge of Microsoft Word and Excel.
Available to work overtime to cover peak workloads and meet other business needs.
Proven ability to adapt to a fast paced, changing environment.
High level of commitment to accuracy and detail; strong analytical skills.

Personal Characteristics: