Job Title: Customer Service Representative (Level III)
Location: Tampa, FL / FL1-908-01-44
Duration: Contract - 12 months
Pay Range: $21/hr (W2)
Job Description
We are seeking a Customer Service Representative (Level III) to join our dynamic team within the RBC 401K department. The ideal candidate will have strong experience in financial services call center support, retirement plan servicing, and accurate transaction processing and a proven ability to deliver clear account guidance, resolve participant inquiries, and execute error-free financial transactions.
Responsibilities:
- Support participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.
- Provide clear information on account features, balances, and available transactions.
- Guide participants through executing transactions and document interactions accurately.
- Complete error-free processing of financial transactions in accordance with policies and controls.
- Adhere to attendance, punctuality, dress code, and communication expectations.
- Follow manager guidance on designated cell phone use locations and times.
Required Skills & Qualifications:
- Experience supporting retirement plans, pensions, or similar financial products.
- Strong analytical and problem-solving skills with attention to detail and accuracy.
- Effective verbal and written communication with customer-centric service.
- Ability to work on site in a virtual setting during training and adhere to scheduled shifts.
Preferred Skills:
- Prior experience in a high-volume call center within financial services.
- Familiarity with retirement plan regulations and transaction workflows.
Schedule & Training
Training: Monday through Friday, 9:00 AM – 5:30 PM EST. Must be able to work in a virtual setting on site during training. Recommended to avoid time off during the training period.
Post-Training Shifts (EST, subject to business need):
M–F 9:00 AM – 5:30 PM
M–F 9:30 AM – 6:00 PM
M–F 10:00 AM – 6:30 PM
M–F 10:30 AM – 7:00 PM
Expectations Before Submission
- Cell phones: Manager will outline designated locations and permissible times for calls.
- Dress code: Professional business casual attire required, including for interviews.
- Attendance: Use the proper call-out line and communicate with supervisor and vendor when needed. Consistent daily attendance required.
- Punctuality: Up to 16 hours allowed within the first 90 days. Plan time off outside training.
- Onsite conduct: Do not bring personal items such as blankets.
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