Financial Services Representative
What You'll Do:
The primary responsibility for the Financial Services Representative role is to provide an excellent quality experience while answering phone calls from customers regarding their retirement plans with The Standard. This is an inbound phone center where customer service, critical thinking, problem solving, and adaptability are key skills. While the primary calls will be incoming, outgoing calls are also required as well as responding to customer emails. Frequent questions include online account access and navigation, loan and distribution eligibility, rollovers, and RMD’s. More complex questions and requests include statements, plan entry eligibility, deferral rate changes, rebalance transactions, fund to fund transfer transactions, future directive change transactions, discussing market volatility, planning for retirement, and providing service related to The Standard’s Mainspring Managed service. In addition:
- Leverage industry knowledge, internal systems, and principles of retirement investing to assist customers.
- Educate plan participants on their available investment options to help them make changes to their investment strategy.
- Use internal systems and tools and help participants understand how their employer sponsored retirement plan fits into their overall retirement picture.
- Review transaction history, account statements, and other financial data to help customers understand their account activity
- Engage in consultative, educational conversations customers regarding their investment goals, tolerance for risk, and time horizon for retirement.
- Personalize and relay accurate information to customers about their retirement account by phone and email striving for a first contact resolution experience.
- Problem solve, perform initial research and follow-up with customers
- Navigate multiple systems while talking with customers
- Meet standard performance metric expectations
- Interact with internal departments to help resolve customer questions
- Support contact center team projects including user acceptance testing as needed
The Skills and Background You’ll Need:
- Associate’s degree required; Bachelor's degree preferred.
- 2+ years customer service, contact center and financial services background preferred.
- You will be required to transfer or obtain a Series 6 or 7, with Series 63 where applicable, OR a Series 65 license within 90 days of your date of hire.
Knowledge & Skills:
- Must have full understanding of the various retirement product lines and IRS rules regarding retirement plans.
- Demonstrated professional demeanor communicating via phone and email by using variety of computer and telecommunication systems.
- Ability to take or recommend appropriate action in a limited timeframe; ability to retain and effectively communicate specific details and legally defensible and appropriate investment advice related to retirement plans/products, investment securities, mutual funds, investment, knowledge of variable annuities, and general understanding of FINRA & governmental rules and regulations.
Job Complexity:
- Works on problems of diverse scope. Exercises judgment and discretion. Requires analysis and evaluation of multiple factors to resolve moderately complex issues.
- Typically receives little instruction on daily work. May require general instructions on new assignments.
- Primary contact will be external with plan participants and occasional third parties. Internal team collaboration will be important.
- Bilingual (Spanish) preferred