Rep, Customer Service - Retirement Plans

$32,427 - $51,875/Yr

Ameritas - Lincoln, NE

Full-time - Entry Level

Onsite - Lincoln, NE

Insurance Carriers and Related Activities

About the position

The Customer Service Representative for Retirement Plans at Ameritas is responsible for supporting service delivery related to retirement plan participants. This role involves educating participants on their options, assisting with account access, and resolving inquiries while adhering to company policies and regulations. The position is remote and emphasizes customer service excellence, process improvement, and compliance with regulatory requirements.

Responsibilities

• Answer all inquiries in a professional manner.
• Maintain an understanding of the requirements relating to retirement plan participants.
• Educate retirement plan participants on available distribution, rollover, and consolidation options.
• Assist participants in accessing their account online and resolving requests.
• Assist in participant education regarding online functionality such as enrollment, transfers, loans, and withdrawals.
• Identify process improvement opportunities to increase efficiency and effectiveness of the team.
• Protect assets by adhering to all applicable regulations, policies, and procedures.
• Produce professional correspondence and demonstrate professional verbal communication and customer service skills.
• Consult with the Client Service and Admin Service teams as needed.
• Investigate and resolve participant issues and share results with appropriate parties.
• Maintain confidentiality of retirement plan participants.
• Maintain a global level of knowledge in Retirement Plan areas and daily processing requirements.
• Participate in discussions and serve on committees to improve procedures.

Requirements

• High School Diploma or GED required; college degree preferred.
• 1-2 years of customer service experience and previous contact center experience required.
• Proficient written and oral communication skills.
• Ability to manage multiple priorities and work within deadlines.
• Excellent interpersonal skills and customer focus.
• Ability to work within a team environment and assume ownership of tasks.
• Willingness to learn new methods and procedures.

Nice-to-haves

• Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration.
• Proficiency with Microsoft Office products (Word, Excel, PowerPoint).
• ASPPA exams or equivalents.
• Knowledge of OMNI, Relius, and recordkeeping systems.
• Bilingual in Spanish and English preferred.

Benefits

• Loan repayment program
• Disability insurance
• Health insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Adoption assistance
• Volunteer time off
• Flexible schedule