Team Lead/Call Center Supervisor
Our Company Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their front-, mid-, and back-office business services.
With a fact-based approach driving outcomes, we counsel organizations with complex challenges related to the use and delivery of the next generation of global services in their pursuits to balance short-term needs with long-term goals.
Established in 1991, we serve enterprises, providers of business services, country organizations and private equity firms in six continents across all industry categories.
Position SummaryThis position is responsible for developing and maintaining effective relationships with clients and is the direct client contact for plan services.
This position is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day plan administration, troubleshooting plan issues, and discussing the impact of select requirements.
This position ensures the delivery of optimal service, client satisfaction and client retention.
Act as the primary contact for plans regarding day to day record keeping matters and provides prompt customer service.
Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.
Shows knowledge of Testing, how systems relate, resolves general POC questions, understands work flow, above average call handling, payroll feeds, progressing technically, escalates issues appropriately, sends issues to resolution appropriately.
Applies strategies where approprieate to clients for plan enhancements, additional business and overall retention and discusses these benefits with the client.
Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for client questions.
Proactively discuss products and services, and plan desing with plan sponsors.
Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.
Schedules Education Program for participant education workshops with the plan sponsor.
Request employee education workshops and literature.
Communicate compliance testing results and recommend options to improve results (if necessary).
Experience, Skills, Academic:
Minimum of 2 years of successful experience as a CLIENT SERVICE SPECIALIST lII (or equivalent administration experience).
Previous mgmt experience and training a plus.
Working knowledge of 401k, call center, relationship management or similar experienceDemonstrates strong oral/written communication skills.
Demonstrates strong listening skills.
Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
Demonstrates strong presentation skills.
Ability to coordinate and take the lead on conference calls.
Ability to guage client satisfaction through scheduled survey's, client visits and day-to-day interaction.
How do we deliver on our promise of leading clients from insight to action?An unwavering focus on five key principles:
A focus on shareholder return.
This is our true north.
Our solutions are designed to balance efficiency with effectiveness, to maximize savings and mitigate risk.
A truly open mind.
If all you have is a hammer, everything looks like a nail.
Our portfolio is broad enough to approach every project without presumptions, preconceptions or predetermined agendas.
An arsenal of original research.
We generate original research based on real data and fresh insights that leads to better answers.
It's so good, the industry relies on it.
A ten-year view.
For our clients.
For our industry.
Yes, short-term success is important, but identifying, understanding and preparing for future opportunities is the path to long-term growth.
The right first step.
No matter where you are in the process, a sound strategic approach is necessary for success.
Because the first step always determines your destination.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
With a fact-based approach driving outcomes, we counsel organizations with complex challenges related to the use and delivery of the next generation of global services in their pursuits to balance short-term needs with long-term goals.
Established in 1991, we serve enterprises, providers of business services, country organizations and private equity firms in six continents across all industry categories.
Position SummaryThis position is responsible for developing and maintaining effective relationships with clients and is the direct client contact for plan services.
This position is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day plan administration, troubleshooting plan issues, and discussing the impact of select requirements.
This position ensures the delivery of optimal service, client satisfaction and client retention.
Act as the primary contact for plans regarding day to day record keeping matters and provides prompt customer service.
Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.
Shows knowledge of Testing, how systems relate, resolves general POC questions, understands work flow, above average call handling, payroll feeds, progressing technically, escalates issues appropriately, sends issues to resolution appropriately.
Applies strategies where approprieate to clients for plan enhancements, additional business and overall retention and discusses these benefits with the client.
Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for client questions.
Proactively discuss products and services, and plan desing with plan sponsors.
Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.
Schedules Education Program for participant education workshops with the plan sponsor.
Request employee education workshops and literature.
Communicate compliance testing results and recommend options to improve results (if necessary).
Experience, Skills, Academic:
Minimum of 2 years of successful experience as a CLIENT SERVICE SPECIALIST lII (or equivalent administration experience).
Previous mgmt experience and training a plus.
Working knowledge of 401k, call center, relationship management or similar experienceDemonstrates strong oral/written communication skills.
Demonstrates strong listening skills.
Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).
Demonstrates strong presentation skills.
Ability to coordinate and take the lead on conference calls.
Ability to guage client satisfaction through scheduled survey's, client visits and day-to-day interaction.
How do we deliver on our promise of leading clients from insight to action?An unwavering focus on five key principles:
A focus on shareholder return.
This is our true north.
Our solutions are designed to balance efficiency with effectiveness, to maximize savings and mitigate risk.
A truly open mind.
If all you have is a hammer, everything looks like a nail.
Our portfolio is broad enough to approach every project without presumptions, preconceptions or predetermined agendas.
An arsenal of original research.
We generate original research based on real data and fresh insights that leads to better answers.
It's so good, the industry relies on it.
A ten-year view.
For our clients.
For our industry.
Yes, short-term success is important, but identifying, understanding and preparing for future opportunities is the path to long-term growth.
The right first step.
No matter where you are in the process, a sound strategic approach is necessary for success.
Because the first step always determines your destination.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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