Participant Service Center Representative - Inbound Call Center

Description: Why join our team at Definiti? If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high\-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications. Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans. **PURPOSE OF POSITION** The Participant Service Center Representative (PSC Representative) provides outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans. The PSC Representative assists with answering questions about account balances, helps to make withdrawals, transfer funds, or find additional resources. **PRIMARY DUTIES AND RESPONSIBILITIES** * Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members * Take participant calls and provide accurate, satisfactory answers to their queries and concerns * De\-escalate situations involving dissatisfied customers, offering patient assistance and support * Respond promptly to participants after thoroughly researching their questions * Collaborate with other call center professionals to improve customer service * Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers) * Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites) * Determining plan eligibility Requirements: **COMPETENCIES REQUIRED** * Basic knowledge of retirement plan services and daily recordkeeping * Ability to stay calm when customers are stressed or upset * Experience working with customer support * Experience working with Microsoft Office applications * Time management focus, with attention to deadlines and timelines * A track record of consistently meeting and/or exceeding performance expectations * Positive attitude and dedication to our client’s needs **EDUCATION AND QUALIFICATIONS** * High school diploma or GED required * Associates degree preferred * Minimum 2 years customer service experience (financial services industry a plus) * Defined Benefit or Defined Contribution experience preferred * Bilingual \- English/Spanish a plus **REMOTE WORKING REQUIREMENTS** As a remote\-first company, we have compiled expectations for a successful remote work environment: * A