Associate CSM
1 week ago
Position Overview:
Responsible for answering inbound telephone inquiries regarding retirement plans from plan sponsors, advisors, partners, and third-party administrators. Accountable for daily support of our clients and intermediaries by responding timely and accurately to general and technical inquiries. Manage daily communications with internal and external parties to maintain strong client relationships; manage and coordinates inquiries and address issues within required timeframes.
What you will do:
- Proactively follows up on outstanding issues with internal functional areas as well as with external clients.
- Typically handles issues related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries.
- Ensures issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction.
- Typically handles straightforward problems/issues and refers more complex issues to senior staff.
- Educates clients on plan provisions and functionality of plan sponsor website and EIVR.
- Promptly handles escalated issues.
- Promotes self-service and education on the plan sponsor service center.
- Assist with coordination of various client tasks for senior staff.
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