Summary:
RPG Consultants, a full-service retirement planning, recordkeeping, administration and consulting firm located in Valley Stream NY (Long Island), is seeking qualified candidates for the position of Participant Support Manager. This is a full-time mid-level position and is available immediately.
Responsibilities:
- Train and supervise a team of participant support representatives tasked with addressing telephone & e-mail (Freshdesk ticketing system) inquiries from retirement plan participants and processing benefit claims & distributions
- Monitor calls and email traffic to ensure that accurate information is disseminated in a manner consistent with our company values
- Ensure that all participant concerns or complaints escalated by the client services team are resolved in a timely and efficient manner
- Research and resolve, in collaboration with other teams and departments, any technical issues reported to the support desk
- Streamline procedures and develop standardized responses (in ticketing system) used to address inquiries and technical issues
- Monitor the flow of benefit claim/distribution processing to ensure adherence to procedures and deadlines
Qualifications:
- Perfect command of the English language, both written and spoken
- Proficiency in Spanish is a plus
- An undergraduate degree from a 4-year college/university is required
- At least 3 years of customer service experience in retirement planning, recordkeeping or a related industry is required
- Experience managing a customer service team in retirement planning, recordkeeping or a related industry is a plus
- Experience with the Relius Administration recordkeeping software is a plus
- Proficiency in MS Excel is required
- The ideal candidate is attentive to detail, technical/computer-savvy, a self-starter and team motivator, possesses the drive to take ownership of the work and enhance procedures
The starting salary is negotiable based on experience, language skills, and a proven track record of excellent customer service and management in a retirement recordkeeping environment or related industry. Benefits include health Insurance (with add-on dental and vision), 401k with employer contributions, FSA medical and mass transit reimbursement plans. Telecommuting candidates will NOT be considered.
How to Apply:
Please send cover letter (including salary requirements) and resume to hr@rpgconsultants.com.
