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401k/S125 Service Partner I
Ref No.: 18-06516
Location: West Henrietta, New York
Job Summary: Acts as initial point of contact for inbound participant requests and questions regarding HRS products. Maintains a high level of product and system knowledge to provide support to internal and external partners.
•Fields daily calls from HRS participants with questions regarding HRS products to provide a quality service experience.Logs and documents participant conversations/issues in an effort to minimize repeat callers and provide optimal service.Provides real-time technical support for the participant using the automated phone system and employee website to ensure efficient interactions. May conference participants into systems to help navigate through various menu options.Uses multiple computer software packages, including HRIS, Salesforce, Sungard, and ORS to answer specific participant questions and requests.
•Prioritizes caller and management issues to resolve critical or time-sensitive issues before less urgent issues and to ensure they are resolved in a timely manner.? Follows up on unresolved calls to ensure issue completion, accuracy of resolution, and compliance with resolution time frame expectations established by Operations partners.
Qualifications: •Associate's Degree.
First day special instructions: If selected after the hiring process. The advisors need to arrive ten minutes prior to the scheduled start time of the class in order to prepare themselves for a day of training. They must bring a copy of their license and their license plate number.
Additional Job Requirements
This role will begin with a four day training of a specific 401(k) form that requires to be filed with the DOL. The advisors will need to interact with the owners/contacts of a company and assist with filing the form. it is primary an inbound call center, however if call permits outbound campaigns will occur.

Once the filing deadline passes we are looking to put them through a three week training program for participant level, and the normal progress would occur.