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Plan Specialist
Cuna Mutual Group
Madison, WI, United States
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Salary Grade 235
Full Time
Work Schedule: TBD
1 Position Available
Job Purpose:
As members of the Qualified Plan Specialist Call Center Team, employees assist plan sponsors with the administration of their retirement plans. A Qualified Plan Specialist will prepare, research and analyze information required for plan contacts or participants resolving the issue on the first call when possible. This role will also provide support to help Client Services teams to achieve department, divisional and corporate goals. Qualified Plan Specialists will also make outbound calls to Plan sponsors to follow-up on unresolved issues and to obtain incomplete information. Team members are expected to help identify department level process improvement opportunities which allow us to continue to provide superior customer service to our retirement plan clients.
Job Responsibilities:
70% 1. Provide day to day phone support of retirement plans. Conduct primary research and collect information to respond to inquiries from customers, field sales, service staff, external and internal auditors or others as needed.
15% 2. Respond to email, mail and voicemail to ensure a positive customer experience.
10% 3. Assist other areas of Client Services and Retirement Options in the completion of project work and research.
5% 4. Under the direction of the Regional Team Leader, work closely with and communicate information to other units and their managers when needed to ensure consistent Retirement Plan operations with a high level of customer service and overall retention of plans/assets.
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time
Job Requirements:
• Bachelor's degree or equivalent trade off in professional related work experience.
• 3 years customer service.
• Demonstrated ability to service customers with a combination of the following items; Excellent customer service; Phone customer service and following through on client requests; Customer experience with retirement plans is preferred.
• Demonstrate ability to manage time effectively and meet deadlines.
• Demonstrate strong analytical and critical thinking skills.
• Demonstrate ability to work effectively in a team environment.
• Must exhibit values and competencies as outlined by the company.
• Demonstrated knowledge of Microsoft Office Suite with focus on Word, Excel and Outlook.
• ASPPA designation preferred.