Experienced Customer Service Representative - Retirement Plans

At arenaflex, our mission is to Fulfilling Life, and we're committed to helping people invest in themselves by offering trusted financial products and advice. As a remote Customer Service Representative - Retirement Plans, you'll play a vital role in supporting service delivery and providing exceptional customer experiences to our valued clients. If you're passionate about delivering top-notch service, have a keen understanding of retirement plans, and are eager to grow with a dynamic organization, we encourage you to apply.

About arenaflex

arenaflex is a leading provider of trusted financial products and services, including individual life and disability insurance, employee benefits, retirement planning, investments, and wealth management services. Our commitment to Fulfilling Life extends beyond our products and services, as we prioritize employee well-being, community support, and professional development. As a mutual-based organization, we reinvest our profits to benefit our members and customers, ensuring that everyone has access to quality products and services that help create a brighter future.

Job Summary

As a Customer Service Representative - Retirement Plans, you'll be responsible for supporting service delivery by leveraging your knowledge of company products and processes, as well as conducting basic analysis to process and support service-related tasks. You'll work under limited supervision and may provide guidance to entry-level associates or peers. Your primary focus will be on providing exceptional customer experiences, resolving participant issues, and maintaining a high level of knowledge in Retirement Plan areas.

Key Responsibilities

* Answer all inquiries in a professional manner, maintaining a high level of customer satisfaction

• Maintain an understanding of the requirements relating to retirement plan participants, including distribution, rollover, and consolidation options
• Educate retirement plan participants on available options and assist them throughout each process
• Assist participants in accessing their account online, resolving requests, and providing guidance on online functionality (e.g., online enrollment, transfers, loans, and withdrawals)
• Identify process improvement opportunities to increase efficiency and effectiveness of the team while maintaining an exceptional level of service
• Protect assets by adhering to all applicable regulations, policies, and procedures, regulatory requirements, process requirements, and established risk guidelines
• Produce professional correspondence and demonstrate professional verbal communication and customer service skills
• Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate
• Investigate and resolve participant issues, sharing results with appropriate parties and providing written instructions to involved parties
• Maintain the confidentiality of retirement plan participants to protect and ensure compliance with policy and procedures
• Maintain a high level of knowledge in Retirement Plan areas (New Business, ERISA Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas
• Effectively coordinate, join, and/or participate in discussions, serving on committees to improve procedures and resolve problems within teams and across the department

What You Bring

* High School Diploma or GED

• College degree preferred
• 1-2 years' customer service experience and previous contact center experience required
• Retirement Plans Experience preferred
• Special skills or knowledge:

+ Proficient written and oral communication skills + Ability to manage multiple priorities at one time while working within required deadlines + Proficient customer focus with excellent interpersonal skills + Ability to assume ownership and work within a team environment + High level of curiosity and willingness to learn new methods and procedures + Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration (preferred) + Proficiency with Microsoft Office products (Word, Excel, and PowerPoint) + ASPPA exams or equivalents + Knowledge of OMNI, Relius, and recordkeeping systems + Bilingual in Spanish and English (preferred)

What We Offer

At arenaflex, we're committed to providing a comprehensive rewards package that includes:

• Competitive pay and incentives
• 401(k) plan with company match
• Flexible work schedules and time off to care for yourself and others
• Comprehensive health and welfare benefits
• Tuition reimbursement and student loan repayment
• Incentivized well-being program
• Adoption assistance
• Paid time off for volunteering
• Training and career development opportunities

Our Culture

arenaflex is an Equal Opportunity Employer that values diversity, inclusion, and a culture of belonging. We're committed to creating a workplace where everyone feels safe bringing their authentic, whole self to work. We prioritize professional development, opportunity, and collaboration, and we're dedicated to making a positive impact in our communities.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a keen understanding of retirement plans, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission to Fulfilling Life. Apply for this job