Retirement Customer Support Specialist

About the role

Join Protective and help customers navigate life's uncertainties by providing essential support for retirement accounts. This role is a great opportunity to build a career within the company, offering challenges and growth potential. You will use technology and critical thinking to resolve diverse customer issues.

Key facts

What you'll do

• Communicate with financial professionals and customers via phone and email, maintaining a professional and positive demeanor.
• Utilize various software tools to access contract details, research products, and provide effective solutions in a fast-paced setting.
• Accurately document and resolve requests for account information and updates.
• Educate customers on digital self-service options for future requests.
• Process allocation change instructions for variable products with precision.
• Consistently achieve or surpass individual and team performance goals.

Requirements

• High school diploma or equivalent.
• Experience in customer service or a contact center.
• Proficiency in a Windows operating environment, including Office 365 and Microsoft Teams.
• A strong customer-centric approach with a managed-money perspective.
• Flexibility to work shifts between 7:30 AM and 5:00 PM CST, Monday through Friday.
• Ability to attend scheduled training sessions from 8:00 AM to 4:30 PM CST.
• Capacity to evaluate information from multiple sources to solve problems and make decisions, understanding financial and fraud risks.
• Excellent communication skills, including active listening, clear questioning, and adapting communication style.
• High aptitude for learning new information, systems, products, and procedures.
• Dependability in meeting attendance and punctuality standards.

Nice to have

• An associate or bachelor's degree.
• Experience in financial services, such as life insurance, annuities, banking, or group retirement.
• Knowledge and experience within the annuity industry.

Skills & tools

• Windows OS
• Office 365
• Microsoft Teams

Practical notes

This position starts with a hybrid work model (3 days in office, 2 days remote) after training, with potential to transition to full-time remote work. Benefits include comprehensive health, dental, and vision insurance, mental health support, an employee assistance program, paid time off, paid parental leave, short-term disability, a cultural observance day, contributions to healthcare accounts, a pension plan, and a 401(k) plan with company matching. Eligibility for specific benefits may vary. If you require accommodation for the application process due to a disability, please email eric.hess@protective.com.