Job Details
**Customer Service Representative**
Operations Knoxville, Tennessee Job Title: Customer Service Representative Why We Exist
Reports To: CSR Supervisor
Approved By: CSR Supervisor
Classification: Full Time Non-Exempt
Core Purpose
The Customer Service Representative is responsible for providing a high-level of customer service while assisting plan participants and TTC employees with questions regarding their retirement plans.
Responsibilities
* Shows a commitment to The Trust Companys Mission, Core Values, and Client Promise.
* Ensures participants questions and concerns are handled in a professional manner.
* Maintains positive relationships with participants and TTC employees.
* Answers employee questions regarding the features of their retirement plan/s.
* Takes distribution requests from plan participants and initiate the distribution process.
* Calculates the amount available for a loan and initiate the processing of the paperwork.
* Assists employees in using the retirement plan website.
* Provides participants and employees with their account balance and vesting percentage.
* Educates participants on distributions, rollovers, and general investment options.
* Assists participants with updating personal information as needed.
* Takes requests for retirement plan statements.
* Manages stressful situations pertaining conflicts with plan participants.
* Performs job functions with little supervision consistently meeting all deadlines.
* Contributes to overall department and corporate goals, interacting in a cooperative & positive manner.
* Special projects as assigned.
Qualifications
* 1 3 years experience in customer service
* Experience in call center role a plus
* Experience in the financial industry a plus
* Outstanding customer service skills
* Experience with multi-line phone systems
* Strong problem solving skills
* Strong interpersonal skills
* Strong verbal and written communication skills
* Ability to prioritize and meet deadlines
* Ability to work individually and in a team setting
Location Knoxville, Tennessee