Client Service Specialist

Candidate will be aligned with a back-office transaction processing team who does the direct email communication with the clients for any information needed for further processing. At times, the person will also have to make his own judgement basis the instruction provided by CSA/M

Role Description:

Process and check transactions on Pension Application forms create and maintain retirement plan records for customers, within defined Productivity and Quality standards.

Reporting relationship:

This position will report to Associate Manager- Operations

Key Responsibilities:

• Prioritize and process daily work to meet customer service goals.
• Communicate in writing with customers regarding complex record keeping issues, special timing requests, and routine employee data.
• Implement problem solving techniques to ensure efficient processing on all contracts.
• Follow internal procedures to properly document work on contracts.
• Inform Client Service Associate/Consultant of customer concerns or potential problems.
• Validate accuracy of plan and contract records as needed.
• Maintain a comprehensive knowledge of our record keeping system.
• Develop a working knowledge of plans, contract, and Pension documents and the concepts of Total Retirement Suite.
• Perform other job-related duties and special projects as required.
• Promote team development through shared knowledge and information with team members in working to resolve unusual or difficult situations.
• Adherence to Compliance, Information security, Internal and External statutory and regulatory requirements.
• Perform assigned work accurately to meet or exceed quality expectations that results in increased client satisfaction and profitability for PFG
• Develop partnerships among peers and those supported to increase ownership of work and sustain an efficient process
• Compliance to PGS policies and Flexibility s per business needs

Must Have

Skill Set:

• Working knowledge on MS Office tools specifically MS Excel .
• Minimum of 1-2 years experience in back office. Insurance and Financial Institution experience preferred
• Excellent written and verbal communication skills , Analytical skills, Willingness to work in shifts
• Multitasking and effective decision making . Strong Customer service skills

Other

Competencies

• Make sound business decision
• Embrace Change
• Build strong Partnership
• Get results

Education