Client Service Representative

Client Service Representative - Onsite
Location: El Paso, TX 79912
Pay Rate: $22/hour on W2 (paid weekly)
Schedule: Monday - Friday, Hours TBD.
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. We provide expert guidance and solutions for a variety of retirement accounts, including retail IRAs (Traditional, Roth, Inherited) and small business retirement plans (SEP, SIMPLE, etc.). Our work is centered on building client loyalty through specialized support and a commitment to continuous employee development.

This role is ideal for someone who is passionate about making a positive impact and helping people achieve their retirement goals. You will be responsible for assisting clients with their account needs, addressing complex questions, and processing various retirement-related transactions like distributions, Roth conversions, and tax withholding changes. If you enjoy problem-solving and educating others, you will thrive in this collaborative, client-focused environment.

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 accurately and efficiently.
• 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.
• Communicate complex subjects, such as IRS rules and regulations, clearly and simply to clients.
• Collaborate with team members to find solutions and maintain a high level of client satisfaction.
• Maintain a high level of integrity and ethics while handling confidential client information.

• Proven experience in a high-volume call center, preferably in the financial industry.
• Strong technical skills, including proficiency in Microsoft Office (Excel, Outlook, Teams), and the ability to navigate multiple database systems.
• Excellent customer service and de-escalation skills.
• Strong communication and interpersonal skills with a passion for helping others.
• Well-developed organizational, time management, and analytical abilities.
• Proven leadership skills and experience.
• Ability to work a flexible shift to meet business demands.
• Positive attitude, professionalism, and a desire to learn and grow within the Retirement Services field.