Call Center Representative (Remote)

JOB OVERVIEW The Call Center Representative delivers a superior client experience by identifying, troubleshooting, and assisting the client’s needs. RESPONSIBILITIES & DUTIES • Follows the guidelines set forth in the Equity Trust Service Philosophy • Provides inbound and outbound call servicing and operational support to individual investors and institutional clients • Assists clients with financial transactions • Research client inquiries including questions regarding required filings, asset holdings, forms completion and general online assistance • Trains clients on the myEQUITY online portal • Provides timely follow-up on client concerns, issues, and transaction progress • Answers client questions regarding services and fees • Documents appropriate record of calls in Equity Trust systems • Follows all department procedures to ensure a superior client experience • Manages incoming and outgoing communications, including phones, faxes, and emails • Monitors and escalates service issues to ensure high quality response to clients’ QUALIFICATIONS • Minimum 1 year of customer service experience, preferably in the retirement or financial services industry • High School Diploma or equivalent • Associate degree preferred PROFESSIONAL CERTIFICATIONS • None required TECHNICAL SKILLS • Intermediate-level proficiency in Microsoft Office • Basic knowledge of Customer Relationship Management (CRM) preferred CULTURAL COMPETENCIES In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies: • Customer Focus • Resourcefulness • Communicates Effectively • Instills Trust PHYSICAL DEMANDS/WORK ENVIRONMENT This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary. DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.