Job Title: Customer Service Representative (Level III)
Location: Jacksonville, FL
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. The ideal candidate will have strong experience in retirement plan participant support, call handling, and transaction processing and a proven ability to deliver accurate information, guide participants through transactions, and complete error-free processing.
Responsibilities:
- Support RBCC Retirement and Benefits participants in employer-sponsored 401(k), pension, and non-qualified deferred compensation plans.
- Provide clear, accurate information on account details, plan features, and available options.
- Guide participants through online and phone-based transactions and service requests.
- Execute financial transactions with accuracy and timeliness, ensuring error-free processing.
- Adhere to compliance, privacy, and security standards while handling sensitive information.
- Meet schedule adherence, quality, and productivity targets.
Required Skills & Qualifications:
- Experience in customer service within financial services or benefits administration.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent verbal and written communication with a customer-centric approach.
- Proficiency with computer systems, CRM tools, and secure data handling practices.
- Ability to work on site in a virtual setting during training and adhere to attendance standards.
Preferred Skills:
- Retirement plan or brokerage call center experience.
- Familiarity with ERISA-related concepts and plan operations.
Work Schedule & Training
- Training hours: Monday through Friday, 9:00 AM – 5:30 PM EST.
- Post-training schedule will follow the option selected at offer, subject to business need.
- Possible shift options (EST, not guaranteed): M–F 9:00 AM–5:30 PM, 9:30 AM–6:00 PM, 10:00 AM–6:30 PM, or 10:30 AM–7:00 PM.
Expectations & Conduct
- Professional business casual attire is required, including during interviews.
- Cell phone usage is limited to designated locations and times as directed by management.
- Attendance and punctuality are required. Use the proper call-out line and notify your supervisor and vendor when applicable.
- Punctuality policy allows up to 16 hours within the first 90 days. Time off is not recommended during training.
- MUST be able to work on site in a virtual setting during training. Personal items such as blankets are not permitted.
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