Customer Service Representative

Role Title: Customer Service Representative

Work Location: Remote

Shifts: (24 *7 operation, 8 hours shifts to be assigned on a rolling basis)

Role Summary

The Benefit Disbursement Customer Service Representative is responsible for providing exceptional service to clients by addressing their inquiries related to retirement plan payments. This role involves handling both periodic and non-periodic payments, performing check reconciliations, and assisting with tax processing. The representative will work closely with various departments to ensure accurate and timely processing of all requests. Strong communication skills, attention to detail, and a commitment to client satisfaction are essential for success in this role.

Key Responsibilities include:

• Responding to client inquiries regarding retirement plan payments, including periodic and non-periodic payments.

• Assisting clients with understanding their payment options, including lump sum distributions, death benefits, rollovers, and loan withdrawals.

• Reprinting tax forms, verifying current record information, sending change request forms to participants as requested.

The successful candidate will provide excellent customer service while adhering to required call-handling techniques. You will work under supervision for routine tasks, with general guidance provided for special assignments. While a strong knowledge of the job is required, in-depth technical expertise is not necessary.

Qualifications:

• Customer Service Skills: Strong ability to communicate effectively with clients and provide high-quality customer service.

• Familiarity with retirement plan payments, lump sum distributions, death benefits, rollovers, and loan withdrawals

• Familiarity with banking products, payment systems, and financial transactions (checking, debit cards, ACH, bill payments).

• Excellent customer service skills with the ability to manage multiple types of inquiries.

• Ability to follow structured processes and maintain high accuracy levels.

• Strong verbal communication skills and professional telephone etiquette.

• Ability to work under supervision and follow established guidelines.

• Experience in financial services or call center operations is a plus.