EdgeCo Holdings is comprised of several affiliated companies focused on providing a broad array of sophisticated financial products, technology, and support services in the areas of full-service retirement plan administration, brokerage services, and trust & custody solutions. EdgeCo provides these services through numerous subsidiary entities including American Trust, Mid Atlantic Trust Company, NewEdge Capital Group and PensionPro Softwar
We are seeking an energetic and motivated Participant Experience Specialist to join our Participant Experience team. As a Participant Experience Specialist, you are the voice of our firm with the primary goal being to provide high quality, accurate, and time-sensitive service to our customers. Participant Experience Specialists will be trained to answer questions about retirement plan solutions with emphasis on knowledge, problem solving, and adherence to policies and procedures.
Being an excellent communicator where one demonstrates the ability to anticipate the needs of the callers, builds rapport with each customer, asks probing questions and understands how to create a best-in-class client experience to resolve customer requests on first contact.
Educating customers about the services we provide for their retirement needs.
Adapting to changes in the market, industry or company policies and business conditions.
Balancing time effectively and efficiently to ensure the department meets expected service levels.
Meeting the established goals and objectives: customer experience, first contact resolution, call quality and call handling time.
Becoming an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service.
Efficiently navigating through systems/websites to maximize time to respond and resolve the service requests of customers while maintaining ownership and accountability until each request is complete, or within established turnaround times.
High School diploma or GED
College degree preferred
Minimum 1-year experience in customer service, hospitality, or retail sales with high degree of direct customer service
Bilingual capabilities (Spanish) a plus
Strong learning agility
Excellent written, verbal, active listening and interpersonal skills required.
Proficient with Microsoft Office Suite
Excellent organizational skills
Prior experience working with qualified plans and/or financial industry experience (preferred but not required)
Job Benefits: Employees are eligible to participate in company benefits including health, dental, and vision insurance on the first of the month after their hire date. The company also provides a 401(k) plan with company match, group life insurance, short- and long-term disability, as well as additional voluntary benefits for employees to elect participation in.