Experienced Customer Care Representative – Retirement Services Specialist for Leading Financial Services Company

Introduction to Our Company and Industry

At Reliance Matrix, we are a leading provider of financial services, dedicated to helping our customers achieve their retirement goals. Our company is built on a foundation of integrity, empowerment, compassion, collaboration, and fun. We believe that creating a more diverse, equitable, and inclusive culture allows us to realize more of our potential, and we can't do this without our most important asset – our team members. As a Customer Care Representative, you will play a vital role in delivering exceptional service to our customers, ensuring that their retirement needs are met with professionalism, empathy, and understanding.

Job Overview

We are seeking an experienced Customer Care Representative to join our team, working part-time from 10:00 am to 2:00 pm, Monday through Friday. As a Customer Care Representative, you will be responsible for handling inbound calls from our customers and business partners, providing assistance with claim status, claim process, explanation of policies/contracts, and service inquiries. You will work closely with our callers to address questions, provide policy-related information, and build a professional rapport to address all levels of customer inquiries.

Key Responsibilities

• Answer inbound calls, providing customer service to policyholders, employees, brokers, and claimants
• Communicate complex information in terms that callers will understand
• Resolve a wide variety of questions and inquiries for our customers
• Assume ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information
• Perform multiple tasks and navigate through multiple systems simultaneously to service customers and troubleshoot their questions and issues
• Follow up on customer inquiries when needed
• Maintain established levels of productivity and quality standards within a fast-paced environment
• Handle call volume and assigned service tickets/inquiries during assigned timeframes
• Complete assigned tasks and any other duties as assigned when needed

Essential Qualifications

• High School Diploma or equivalent required; relevant associate degree highly preferred
• 1-3 years of call center experience or equivalent customer service experience required
• Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required
• Excellent verbal and written communication skills
• Excellent problem-solving skills to handle customer problems in a timely and professional manner required
• Financial Services or Insurance industry experience preferred
• Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required
• Ability to quickly build a rapport with customers, display empathy, and provide a high level of quality service to customers
• Ability to multi-task and collaborate in a team-focused environment
• Working knowledge of Microsoft Office Applications

Preferred Qualifications

• Experience working in a retirement services or financial services environment
• Knowledge of insurance products and services
• Previous experience working in a call center or customer service environment
• Certifications or training in customer service, communication, or a related field

Skills and Competencies

To be successful in this role, you will need to possess excellent communication, problem-solving, and time management skills. You should be able to work in a fast-paced environment, prioritize tasks, and manage multiple responsibilities simultaneously. Additionally, you should be able to build strong relationships with customers, colleagues, and business partners, and demonstrate a commitment to delivering exceptional customer service.

Career Growth Opportunities and Learning Benefits

At Reliance Matrix, we are committed to the growth and development of our team members. As a Customer Care Representative, you will have access to training and development programs, mentorship opportunities, and career advancement possibilities. You will be able to develop your skills and knowledge in customer service, communication, and financial services, and take on new challenges and responsibilities as you grow in your role.

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, empowerment, compassion, collaboration, and fun. We believe in creating a work environment that is inclusive, supportive, and engaging, where team members can thrive and reach their full potential. As a Customer Care Representative, you will be part of a dynamic and diverse team, working together to deliver exceptional customer service and drive business results.

Compensation, Perks, and Benefits

We offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing. Our benefits include:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs
• Multiple options for dental and vision coverage
• Company-provided Life & Disability Insurance to ensure financial protection when you need it most
• Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Care Representative, you will be part of a dynamic team, working together to drive business results and deliver outstanding customer experiences. Don't miss out on this chance to join our team and take your career to the next level. Apply now and start your journey with Reliance Matrix today!

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