Associate, Participant Services - Phoenix, United States - Mutual of America Financial Group
Description
Mutual of America Financial Group
Job Title:
Associate, Participant Services
Location:
Phoenix, AZ
Who We Are:
At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility.
Since 1945, we have specialized in providing small and mid-sized not-for-profit organizations and companies with pension and retirement-related services, along with leading customer support.
We work diligently to understand the needs of plan sponsors. We provide them with competitively priced solutions so they can help their employees achieve their financial savings goals.We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.
Role Summary:
The Participant Services division is based out of Phoenix, AZ. The Associate will respond to Participant Services inbound calls from Mutual of America participants, contract holders, and prospective customers.
Responsibilities:
- Responds to incoming calls, answers questions relating to company products, and provides general customer assistance such as online access, form completion and provides status updates on withdrawals and rollovers from customer retirement savings accounts (401K, 403b, etc.) in a fastpaced inbound call center environment.
- Validate withdrawal claims through the 800Line and submit them directly to the Processing Center accurately and in a timely manner.
- Research and communicate to participants reasons for withdrawal form rejection, assist with proper completion of withdrawal forms.
- Fulfills phone requests for product and plan literature, quarterly statements, 1099 requests, withdrawal forms, etc.
- Updates Salesforce system with all case notes as required.
- Assist with Beneficiary Claims calls and status updates for participant inquiries regarding benefits from deceased participants retirement savings accounts.
- Refers callers to the Rollover department for sales opportunities or Regional Offices for specialized assistance.
- Assist and/or troubleshoot password resets for online account access and transactions.
Required Qualifications:
- Working hours will be between the following hours of operation:
- March through November
- Monday through Friday 6 AM to 6 PM, 1 hour lunch break
- November through March
- Monday through Friday 7 AM to 7 PM, 1 hour lunch break
- Excellent organizational and analytical skills
- Strong problemsolving skills
- Strong communication, both written and verbal
- A patient and empathetic attitude
- Great active listening skills
- Comfortable working in a fastpaced environments
Preferred Qualifications:
- Bachelor's or equivalent college degree
- Bilingual in Spanish
- 2 years prior customer service or call center experience in the financial services industry
- Active FINRA SIE and Series 6 licenses
What we offer you:
- Competitive base salary
- Annual Bonus
- Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
- 401(k)
Match:
You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions.
A non-elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
Parental Leave: 8 weeks fully paid- Paid time off: 20 days plus two floating personal holidays
Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.
