Customer Service Representative

Location: Tampa, FL (On-Site)

Duration: 12 Months

Pay: $19 - $21

Department: Retirement & Benefits

Schedule: Monday–Friday; training schedule followed initially, with regular shift assigned after training

Role Overview

The Customer Service Representative will support participants with employer-sponsored retirement and benefits plans, including 401(k), pension, and other deferred compensation programs. The role involves providing accurate account information, assisting participants with transactions, resolving inquiries, and ensuring all financial transactions are processed accurately and efficiently.

Key Responsibilities

• Handle inbound customer inquiries related to retirement and benefits accounts.
• Provide clear and accurate information regarding account balances, transactions, plan provisions, and available options.
• Guide participants through various account-related transactions and processes.
• Research and resolve routine customer issues while maintaining a high level of service.
• Process financial transactions accurately and in accordance with established procedures.
• Protect confidential customer and account information while adhering to compliance requirements.
• Document customer interactions and maintain accurate records.
• Escalate complex or sensitive issues to the appropriate team when necessary.
• Use MS and other internal systems to research account information and complete customer requests.
• Meet established quality, productivity, and service-level expectations.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.