Account & Client Consultant - Retirement Plans - Remote

1d1 day ago

Ameritas

US · Full-time · $50,000 – $70,000

About this role

Are you a client minded professional with Retirement Plans experience? We are seeking a Client Services Consultant to join our Contact Center, acting as a liaison between retirement plan agents, clients, and internal partners. This remote position within the U.S. allows you to develop and maintain professional relationships with clients.

You will manage large amounts of inbound calls in a timely and friendly manner, identifying customer needs and providing solutions. You will research issues and guide callers through troubleshooting and navigating products and services, de-escalating situations with patience and support.

Our team supports a communicative and collaborative environment where calls and emails may be monitored for coaching and quality assurance. You will be open to feedback, demonstrate enthusiasm to learn, and participate in discussions to improve procedures and identify inefficiencies.

You will have the opportunity to support and drive client service initiatives while maintaining risk awareness and regulatory knowledge. This role offers a chance to serve on committees, improve procedures, and nurture plan sponsor, agent, and TPA relationships.

Requirements

Associate's degree or equivalent experience required (preferably in business, finance, or other relevant major)
Bachelor's degree or equivalent experience preferred
Less than 2 years related experience required
Relevant experience in the retirement plans industry required (client service experience preferred)
Strong written and oral communication skills required
Ability to manage priorities and meet required service level goals
Strong customer focus with excellent interpersonal skills required
Proficiency with Microsoft Office products (Word, Excel and PowerPoint) required

Responsibilities

Manage large amounts of inbound calls in a timely and friendly manner
Identify customers’ needs, clarify information, research issues, and provide solutions
Demonstrate ability to remain calm and in control in high stress situations and handle difficult situations/personalities
Consult with retirement plan clients, agents, and TPA’s to evaluate problems and complaints and provide proper solutions
Guide callers through troubleshooting, navigating the company website or using the products and services
De-escalate situations involving concerned customers, offering patient assistance and support
Provide detailed and relevant notes from client interactions and report on customer feedback
Support and drive client service initiatives, and maintain risk awareness and regulatory knowledge