Customer Service Representative

Pay Rate: $20/hr

Summary:

• Work Mode: Onsite Training - Warwick, RI
• Class Start Date: November 23, 2026
• Inbound customer service role for Defined Benefits/Retirement Income Solutions Dept.

Responsibilities:

• Support customers calling with questions related to defined benefit annuities (Group Annuity Contracts) or pensions.
• Provide clear explanation of policy details, payments, and account status.
• Complete account maintenance requests such as direct deposit and address changes, beneficiary and death notifications.
• Aid throughout the claims process.

Requirements:

• High school diploma or equivalent (Associate’s or bachelor’s preferred).
• Minimum 2 years of customer service experience/call center experience (financial services strongly preferred).
• Minimum 1 year of experience with Windows-based operating systems (Microsoft Office Suite, etc.).

Preferred Skills:

• Ability to clearly explain complex financial information in a way customers can easily understand.
• Maintain a high degree of accuracy and attention to detail.
• Comfortable multitasking across multiple systems during live customer interactions.
• Ability to use AI enhancements to complete job tasks.
• Handle sensitive financial information with professionalism and confidentiality.
• Demonstrate strong reliability through consistent attendance and adherence to schedules.

Training:

• Training will be conducted on-site at our Warwick, RI office and consists of a five-week instructor-led training program followed by a two-week nesting period.
• Employees are required to attend and complete all training sessions.
• Reliable attendance throughout the training period is mandatory due to the service requirements of the role.
• After successful completion of quality certification/assessment, the position will transition to work from home with a requirement to work in the Warwick office at least one day per month.
• Agents experiencing system issues at home office will be required to travel to Warwick office until system issues/outage is corrected.

Schedules/Availability:

• Candidates must be available to work within our hours of operation, Monday through Friday, between 8:00 a.m. and 9:00 p.m.
• Schedules may vary and are subject to change based on business needs; therefore, flexibility in shift assignments is required.
• Schedules after training are determined using a ranking system based on performance in training. Trainees will bid on offered schedules.