Retirement Plan Service Associate

Summary Provides standard client support services, assisting internal associates and/or Financial Advisors in researching and resolving escalated issues. Recommends solutions to moderately complex problems. Extensive contact with internal customers.

Hybrid Work Environment: This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in one of the following locations: Memphis, TN;  or Southfield, MI Shift Hours:  Your initial working hours will be from 10:30 AM to 7:00 PM. Training Hours:  Training is comprehensive and will take place from 8:30 AM to 5:00 PM, lasting approximately three months. This will prepare you thoroughly for your role. Overtime:  During our peak period from November to April, mandatory overtime is required. You will receive compensation at a rate of 1.5 times your regular hourly rate for any overtime hours worked. We are seeking a dedicated and detail-oriented professional to join our Retirement Plan Services team. In this role, you will provide high-quality support by assisting internal associates and Financial Advisors with escalated inquiries related to retirement plan accounts. You will be responsible for researching and resolving moderately complex issues, offering thoughtful and effective solutions that enhance the client experience. This position involves frequent interaction with internal stakeholders, requiring strong communication skills and a collaborative mindset. Your ability to navigate complex service scenarios and recommend process improvements will be key to your success in this dynamic and client-focused environment.

Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements. Interprets rules and regulations by applying retirement plan knowledge. Assist with various requests for information, referring more complex matters to colleagues. Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary. Carry out standard customer service activities and handle simple customer inquiries. Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility. Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions. Maintain files and records. Organize own work schedule each day in line with changing priorities. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Knowledge of: Retirement plans including various legal documents Skills: Organizational and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines. Problem solving and analysis  sufficient to assess client issues and accurately provide resolutions. Operating call center software applications.  Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages. Develop appropriate plans or perform necessary actions based on recommendations and requirements. Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision. Navigate customer conversations by leveraging the four parts of a service