Customer Service Representative - Senior

Job Title: Customer Service Representative - Senior
Location: 1945 Northwestern Dr, El Paso, TX 79912
Pay Rate: $22/hr on W2 (paid weekly)
Schedule: Monday to Friday, 8am to 4:30pm MST
Work Model: 100% onsite
Start Date: ASAP, pending onboarding completion
Contract: Initial 6-month contract (Contract Extension or Conversion to FTE: Based on performance, attendance, and business needs)
Access to Health Benefits

Overview:
The Retirement Services Operational Support Team (OST), part of the Client Services & Support department, is seeking a dedicated and passionate individual to join our team. OST provides expert guidance and solutions for a variety of retirement accounts, including retail IRAs (Traditional, Roth, Inherited, Educational Savings Accounts) and small business retirement plans (SEP, SIMPLE, QRP/QKEPA, i401k).

Our mission is to build client loyalty through specialized support and a strong commitment to employee development and collaboration. If you're passionate about making a positive impact and helping people achieve their retirement goals, this is the role for you.

Key Responsibilities:

• Serve as a primary contact for clients, providing specialized guidance on complex retirement product and service questions.
• Process and manage various retirement account transactions, including distributions, Roth conversions, and tax withholding changes.
• Handle high-volume client inquiries in a fast-paced call center environment within the financial industry.
• Effectively de-escalate client concerns and provide respectful, effective solutions.
• Clearly explain complex topics such as IRS rules and retirement regulations to clients.
• Collaborate with team members to maintain high levels of client satisfaction.
• Uphold integrity and ethics while handling confidential client information.

Required Skills and Qualifications:

• Three years of experience in a high-volume call center, preferably within the financial industry.
• Strong technical skills, including proficiency in Microsoft Office (Excel, Outlook, Teams), Windows OS, and database systems.
• Excellent customer service and de-escalation skills.
• Strong communication and interpersonal skills with a client-focused mindset.
• Ability to explain complex financial and regulatory information in a clear, client-friendly manner.
• Well-developed organizational, time management, and analytical skills.