Customer Care Specialist II

Newport, an Ascensus company, helps employers offer their associates a more secure financial future through retirement plans, insurance and consulting services. Newport offers comprehensive plan solutions and consulting expertise to plan sponsors and the advisors who serve them. As a provider and partner, Newport is independent, experienced, and responsive.

Job Summary

Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.

Competencies:

• Team Success
• Customer/Client Focus
• Personal Credibility
• Applied Learning
  
  

Core Responsibilities:

• Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls
• Accurate and timely completion of day-to-day tasks associated with 401k plan operation
• Documents details of customer contacts and actions taken
• Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image
• Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs
• Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others
  
  

Job Requirements:

• Regular attendance and punctuality
• Ability to work autonomously or as part of a team
• Ability to work in a fast-paced, change driven environment
• Adherence to all company policies and procedures
  
  

Minimum Qualifications:

• High school diploma or equivalent
• 401(k) industry knowledge and experience
• Completion of Employer training (8-week internal course)
• Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word
• Excellent communication, analytical, problem resolution skills and detail orientation
  
  

Preferred Qualifications:

• Associates or Bachelor’s degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience
• Fluent in English and Spanish
• Experience in a call center environment
• Retirement industry experience
  
  

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