Client Service Representative - Business to Business - Manila
Empower Enterprise Philippines, Inc. Manila Full-time
Internally known as Associate Client Service Manager, the role will be responsible for answering incoming telephone inquiries regarding retirement plans from plan sponsors, advisors, partners, and third-party administrators. Accountable for daily support of our clients and intermediaries by responding timely and accurately to general and technical inquiries.
Manage daily communications with internal and external parties to maintain strong client relationships; manage and coordinates inquiries and address issues within required timeframes.
ESSENTIAL FUNCTIONS- Proactively follows up on outstanding issues with internal functional areas as well as with external clients.
- Typically handles issues related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries.
- Ensures issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction.
- Typically handles straightforward problems/issues and refers more complex issues to senior staff.
- Educates clients on plan provisions and functionality of plan sponsor website and EIVR.
- Promptly handles escalated issues.
- Promotes self-service and education on the plan sponsor service center.
- Assist with coordination of various client tasks for senior staff.
- High School Diploma
- FINRA Fingerprinting required.
- 5 years of experience in customer service, in the financial services industry.
- Knowledge of Microsoft Office Suite
- Knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans.
- Strong written and verbal communication skills
- Ability to multi-task, prioritize, and problem-solve effectively.
- Fluent English
- Ability to work overnight hours
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