Client Service Center Associate
Description Hours:
Monday - Friday 10am - 7pm Central Time and one Saturday per month.
Location:
This is a remote position.
Strongly preferred that candidates are located in or near one of these markets:
Minneapolis, MN; Grand Forks or Fargo, ND; Denver, CO; Lansing, MI; or Phoenix, AZ.
Position
Summary:
The Client Service Center Associate is responsible for answering a wide range of incoming calls from retirement plan participants, banking clients, and health benefit clients.
Client Service Center Associates troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries.
The Client Service Center is intended to be a single point of contact where clients receive support on products offered with Alerus.
Essential
Responsibilities:
Job Function 1:
Client Service - 70% Answer telephone, email, and chat inquiries from Alerus banking, retirement, and health benefit clients promptly and courteously.
Show respect and patience to all clients.
Inbound calls will cover a wide range of topics, including retirement plan specific provisions, IRS and DOL regulations surrounding retirement plans, distributions, balance inquiries, disputes, fund transfer requests, health savings account inquiries, and flexible spending account claim status.
Provide professional, accurate and clear communication.
Understand and clearly communicate inquiry and transactional use of the Alerus websites, mobile apps, and voice response systems.
Understand and communicate basic provisions of retirement plan documents, adoption agreements and loan policies to clients and participants.
Understand and communicate the regulations for health savings accounts, flexible spending accounts, and health reimbursement arrangements.
Handle exchange of information, technical questions, and client concerns confidently and independently.
Utilize Salesforce to document all client interaction.
Meet performance standards such as quality assurance scores, productivity, and handle ratio.
Proactively notify manager if standards will not be met.
Job Function 2:
Technical and Professional Development - 20% Actively learn and maintain knowledge of all Alerus products, services, and processes.
Maintain up-to-date financial services and internal systems and software (AS400, AdminWeb, Architect and Salesforce) knowledge as it pertains to the job.
Attend and participate in department training programs and meetings.
Assist in developing and maintaining procedures.
Actively participate in courses through Alerus University and internal meetings, along with reading published materials to maintain and enhance professional skills.
Job Function 3:
Sales& Referrals - 5% Develop and enhance customer relationships by informing customers of Alerus products and services that meet their needs and encourage a financially fit client.
Maintain up-to-date knowledge of the features and benefits of all Alerus products.
Develop and maintain a working relationship with employees in all areas of the company as contacts for referring clients.
Possess the ability to recognize sales opportunities and refer to sales employees as appropriate.
Job Function 4:
Department Support and Teamwork - 5% Complete projects at direction of manager.
Foster a positive work environment and support co-workers in achievement of departmental goals.
Treat all co-workers with professionalism and respect.
Recognize and celebrate individual/team accomplishments.
Position Requirements:
Qualifications:
1
years business experience in employee benefits, customer service, or accounting/bookkeeping preferred.
1
years of experience directly related to financial services preferred.
Excellent written/oral communication and organization skills required.
Ability to prioritize, be self-motivate Recommended Skills Accounting Coordinating Customer Relationship Management Customer Service Employee Benefits Finance Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday 10am - 7pm Central Time and one Saturday per month.
Location:
This is a remote position.
Strongly preferred that candidates are located in or near one of these markets:
Minneapolis, MN; Grand Forks or Fargo, ND; Denver, CO; Lansing, MI; or Phoenix, AZ.
Position
Summary:
The Client Service Center Associate is responsible for answering a wide range of incoming calls from retirement plan participants, banking clients, and health benefit clients.
Client Service Center Associates troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries.
The Client Service Center is intended to be a single point of contact where clients receive support on products offered with Alerus.
Essential
Responsibilities:
Job Function 1:
Client Service - 70% Answer telephone, email, and chat inquiries from Alerus banking, retirement, and health benefit clients promptly and courteously.
Show respect and patience to all clients.
Inbound calls will cover a wide range of topics, including retirement plan specific provisions, IRS and DOL regulations surrounding retirement plans, distributions, balance inquiries, disputes, fund transfer requests, health savings account inquiries, and flexible spending account claim status.
Provide professional, accurate and clear communication.
Understand and clearly communicate inquiry and transactional use of the Alerus websites, mobile apps, and voice response systems.
Understand and communicate basic provisions of retirement plan documents, adoption agreements and loan policies to clients and participants.
Understand and communicate the regulations for health savings accounts, flexible spending accounts, and health reimbursement arrangements.
Handle exchange of information, technical questions, and client concerns confidently and independently.
Utilize Salesforce to document all client interaction.
Meet performance standards such as quality assurance scores, productivity, and handle ratio.
Proactively notify manager if standards will not be met.
Job Function 2:
Technical and Professional Development - 20% Actively learn and maintain knowledge of all Alerus products, services, and processes.
Maintain up-to-date financial services and internal systems and software (AS400, AdminWeb, Architect and Salesforce) knowledge as it pertains to the job.
Attend and participate in department training programs and meetings.
Assist in developing and maintaining procedures.
Actively participate in courses through Alerus University and internal meetings, along with reading published materials to maintain and enhance professional skills.
Job Function 3:
Sales& Referrals - 5% Develop and enhance customer relationships by informing customers of Alerus products and services that meet their needs and encourage a financially fit client.
Maintain up-to-date knowledge of the features and benefits of all Alerus products.
Develop and maintain a working relationship with employees in all areas of the company as contacts for referring clients.
Possess the ability to recognize sales opportunities and refer to sales employees as appropriate.
Job Function 4:
Department Support and Teamwork - 5% Complete projects at direction of manager.
Foster a positive work environment and support co-workers in achievement of departmental goals.
Treat all co-workers with professionalism and respect.
Recognize and celebrate individual/team accomplishments.
Position Requirements:
Qualifications:
1
years business experience in employee benefits, customer service, or accounting/bookkeeping preferred.
1
years of experience directly related to financial services preferred.
Excellent written/oral communication and organization skills required.
Ability to prioritize, be self-motivate Recommended Skills Accounting Coordinating Customer Relationship Management Customer Service Employee Benefits Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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