Call Center Representative

Call Center Representative Summary

This individual responds to in-bound telephone and email inquiries from employee groups of corporate clients and processes all specified services. Services include providing information regarding clients 401(k), stocks and other retirement plans.

Major Duties:

• Provide plan participants with information about withdrawal and loan provisions, rollovers, account status, etc.
• Process participant maintenance queues (address changes, tax elections, electronic deposit changes) accurately and within department guidelines.
• Responds to daily telephone inquiries and requests from defined contribution plan participants.
• Assists participants with information about distribution options, loan provisions and eligibility status.
• Demonstrate appropriate call behaviors as outlined by the department.
• Handle participant requests including electronic fund transfers, monthly benefits, rollovers, loans and tax forms
• Responsible for following established guidelines as well as identifying and resolving routine problems.
• Expected to be in compliance with risk management.
• Facilitates administrative tasks as needed.