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This position will follow our hybrid work model. We expect the selected candidate to work 2-3 days a week at one of our corporate offices in St. Petersburg, FL, Memphis, TN, or Southfield, MI.

Shift Hours: Your initial working hours will be from 10:30 AM to 7:00 PM. Based on performance and operational needs, you may be able to shift to an earlier schedule of 8:30 AM to 5:00 PM in the future.

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.

Job Summary:

Under general supervision, associate uses skills gained through experience and on-the-job training to answer retirement plan related phone calls from branch personnel in a call center environment.  Associate will provide a high degree of customer service through education to branch callers. Associate will also serve as a specialist processing complex financial transactions by evaluating, approving and completing retirement transactions in client accounts. 

Essential Duties and Responsibilities:

• Answers and responds to phone and email inquiries regarding issues.

• Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.

• Interprets rules and regulations by applying retirement plan knowledge.

• Processes financial transactions accurately.

• Conducts audits of account activity to ensure transactions meet regulatory compliance.

• Reviews client requests for corrections to determine proper course of action and provide guidance to branch personnel on resolution. 

• Maintains knowledge of retirement plan rules and regulations by utilizing internal and external resources, as well as continuous training.

• Communicates, researches and resolves issues with other internal departments.

• Supports a continuous improvement environment by providing regular feedback to the leadership team on processes and procedures.

• Provides support as well as assists in on-the-job training of new associates.

• Reviews daily reports of individual productivity to evaluate personal performance.

• Performs other duties and responsibilities as assigned.