Act as a resource for policy, procedure, and system issues
Act as a point of escalation for highly sensitive and complex customer issues and if necessary conduct the required research to resolve issues in a thorough and timely manner, which may include reconciliation of client accounts and financial statements
Monitor call volumes and service levels and take appropriate steps, when necessary to minimize the wait times experienced by customers
Ensure staff adherence to schedules, and adjust or document discrepancies
Handle high volumes of time sensitive e-mail and research requests
Represent department on projects and initiatives
Identify problematic trends; monitor, evaluate and follow-up
Identify, analyze, design and oversee implementation of optimal corrections and solutions to errors, problems and business needs
Assist Team Managers in coordinating team resources and monitoring team activities
Identify and define training and development needs of the department and develop solutions for these needs
Act as a consultant to the team by developing & delivering informal training to staff in procedures, work flows, systems functionality, complex corrections and practices
Act as a liaison between management and staff
Handle complex requests received and escalated by the Customer Service Staff
Perform the role of a senior contact within the team and can be delegated to be in-charge of the team when necessary
Act as a product and process resource/go-to person to the Customer Service Staff on the production floor
Provide floor support for new and tenured representatives and serves as a back up in the absence of the supervisors
Provide coaching to the Customer Service Staff to successfully improve the performance
In Senior Participant Services Client Account Representative role for at least 1 year
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Ability to converse effectively using the English or Spanish language.
Ability to compose a grammatically correct, clear and concise paragraph/ essay.
Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
Minimum keyboarding skills of at least 30 words per minute. Ability to multi-task and navigate multiple applications at the same time.
Less than 2% Sick Leave Utilization in the past 6 months
Consistently meets or exceeds individual performance goals in the past 6 months
No Disciplinary Actions in the past 6 months
Demonstrate strong product knowledge of Participant Service products, services and practices
Successfully completed 401(k) Certification and all five Charters
Trained as a Back-up Resource Officer
Must have acted as a Quality Assurance agent for Inter Account Transfers and Call Quality
Trained on the Question Queue and Reception Queue. Email support is optional.
Completed the Statement Quality Valuation Training.
Experience in guest training in the Participant Services New Hire Training Program or refresher training
Proficient in utilizing business telephony and technology, which includes Avaya, Avaya Wall Board, Avaya 1X, Sam Pop-up and Total View.
Proficiency in relevant business tools: Apollo Mainframe, Internet Explorer-based applications and other systems used by the Resource Team
Ability to follow the escalation procedures
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required participant information.
Demonstrated knowledge of relevant responsibilities of the role such as approvals/ exceptions, Service Level monitoring, Gate-keeper functions.
