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Confidential - Finance
Internal Wholesaler CSRConfidential - Finance • West Columbia, SC, USA
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Internal Wholesaler CSR

Internal Wholesaler CSR

Confidential - Finance • West Columbia, SC, USA
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Role Objective

Their job is to assist employers, participants, and advisors who contact our office.

Role and Responsibilities

  • Professionally handle incoming calls from participants through a multi-line system, and ensure that routine and complex issues are resolved both promptly and thoroughly, with a customized response when necessary
  • Communicate with clients by telephone or e-mail to provide information and assistance with participants' retirement plans
  • Keep electronic records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken within the CRM system
  • Develops and maintains a deep understanding of the organization and services offered
  • May assume a team lead role for the work group
  • Provide callers with distribution/withdrawal paperwork
  • Assist callers with completing distribution/withdrawal paperwork
  • Able to use multiple system tools to research, resolve and communicate all service requests
  • Contact participants and/or advisors regarding incomplete distribution/withdrawal paperwork
  • Contact participants and/or advisors to let them know the reasons distribution/withdrawal was denied
  • Monitor CRM incidents for needed call backs
  • Reviews and approves contribution calculations and projections and is able to explain to the advisor/participant
  • Able to identify plan design changes based on the goals of the employer
  • Able to use multiple system tools to research, resolve and communicate basis service requests
  • Reviews and approves distributions and loans prior to fund release.
  • Receives and forwards various forms to other internal departments (distributions, rollovers, beneficiary, SRAs) for processing
  • Communicates the importance of and educates the advisor/participant about what we do and why we ask for the information we do
  • Maintains high levels of customer satisfaction
  • Demonstrates commitment to quality-of-service area
  • Shows understanding of effective communication concepts, tools and techniques
  • Able to analyze all customer issues to ensure the best solution
  • Able to multitask while providing excellent customer service

Qualifications and Education Requirements

  • 2-Year Degree in Business-Related Curriculum or Equivalent Experience
  • 4+ years' experience with multi-line phone systems (preferably, but not required)
  • 4+ years' experience with CRM (preferably, but not required)

Preferred Skills

  • Bachelor's degree in business, Communications, or other related field
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Friendly, outgoing, patient demeanor
  • Attention to detail
  • Able to multi-task
  • Good research skills
  • Identifies procedural changes to streamline processing within the team
  • Knowledge of customer service principles and practices
  • Strong decision making and analytical abilities
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Proficient in Microsoft applications, such as Excel, Outlook, and Word
  • Accurate and efficient data entry
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Internal Wholesaler CSR • West Columbia, SC, USA

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