Retirement Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines Tata Consultancy Services Full time ₱40,000 - ₱60,000 per year

Job Summary:

The Business Process Associate is expected to provide exceptional service to our customers by addressing inquiries, resolving concerns, and ensuring a positive customer experience for a US Retirement Services account. The ideal candidate should be customer-focused, patient, and able to communicate effectively in English.

Key Responsibilities:

  • Handle and complete plan participants' requests in a timely manner and within quality standards.

  • Handle plan participants' inquiries via phone or email in a professional and timely manner.

  • Assist plan participants with product/service information, billing concerns, order tracking, and troubleshooting.

  • Resolve complaints by identifying issues, providing appropriate solutions, and following up to ensure satisfaction.

  • Maintain accurate records of customer interactions and transactions in the company's CRM system.

  • Escalate complex issues to the appropriate department when necessary.

  • Meet or exceed performance targets (e.g., response time, resolution rate, customer satisfaction scores).

  • Stay updated on company products, services, and policies to provide accurate information.

  • Adhere to company guidelines, data privacy policies, and quality assurance standards.

Qualifications & Skills:

  • **Education:** At least 2 years in college

  • **Experience:** Previous experience in customer service or business processing for a US Retirement account is required.

  • **Communication Skills:** Excellent verbal and written English.

  • **Technical Skills:** Basic computer proficiency (MS Office, CRM tools, email, chat support).

  • experience in using FIS OMNI/Relius is required.

  • **Soft Skills:**

  • Patience, empathy, and active listening.

  • Problem-solving and conflict resolution.

  • Ability to work in a fast-paced environment.

  • **Willingness to work** in shifting schedules (including nights, weekends, and holidays) if required.

Preferred Qualifications:

  • Experience in US Retirement, Life Insurance, or Financial Services.

  • Experience in using FIS OMNI/Relius, Salesforce,

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