Job Summary

　　Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.

　　Competencies:

　　Team Success

　　Customer/Client Focus

　　Personal Credibility

　　Applied Learning

　　Core Responsibilities:

　　Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls

　　Accurate and timely completion of both day-to-day and federal year-end filing tasks associated with 401k plan operation

　　Documents details of customer contacts and actions taken

　　Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, agencies, and external/internal customers maintaining positive working relationships to promote retention and a quality service image

　　Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs

　　Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others

　　Job Requirements:

　　Regular attendance and punctuality

　　Ability to work autonomously or as part of a team

　　Ability to work in a fast-paced, change drivenenvironment

　　Adherence to all company policies and procedures

　　Minimum Qualifications:

　　High school diploma or equivalent

　　2 years of retirement industry third party administration experience

　　Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word

　　Excellent communication, analytical, problem resolution skills and detail orientation

　　Preferred Qualifications:

　　Associates or Bachelor’s degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience

　　Fluent in English and Spanish

　　Experience in a call center environment

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