Retirement Service Consultant

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Job description

Smart is a London-based, internationally expanding leader in the retirement and defined contribution space, and we are looking for enthusiastic and reliable customer focused professionals to join our newly founded team in Nashville, Tennessee. With our recently announced expansion into the US, we are seeking people to help us build out and grow our US presence. Successful candidates will be the first point of contact for client inquiries and are responsible for responding to and ensuring we successfully meet our retirement customers needs. Client inquiries are received and will be handled in a variety of ways including; email, on-line chat, phone, mail, etc.

Main Responsibilities

* Develop retirement plan knowledge to assist customers through their retirement journey, with particular emphasis on regulatory requirements
* Handle inbound service inquiries via multiple channels (phone, web chat, email, etc.); research and resolve any issues
* Troubleshoot customer issues and concerns, investigating what happened and communicating with multiple teams to find resolutions
* Manage client expectations on processes and timing
* Demonstrates flexibility and collaboration towards meeting customer and business needs
* Engage with peers within the organization to problem solve and deliver results
* Monitors processes to identify opportunities to drive a culture of continuous improvement (improve customer service and process efficiencies)
* Develop competency of processes, policies and procedures through training, coaching and providing process guidance as necessary
* Supports system and product development with service experience in mind
* Demonstrates expert knowledge of relevant product, processes and systems in order to deliver to both internal and external customers
* Take personal responsibility for resolving customer and intermediary concerns
* Investigates customer complaints and issues to ensure fair customer outcomes in accordance with regulatory requirements and company policy
* Maintains an appropriate level of functional and technical expertise
* Demonstrated care and empathy towards participants when handling inquiries and requests
* Act as the internal voice of the customer, offering insights to all areas of the business to help build better products and services

Requirements

* Customer centric mindset; experience working in customer service
* Knowledge of financial services industry, ideally in the retirement space, particularly 401(k)
* Relevant experience in the defined contribution industry strongly preferred
* Ability to work to a set of policies and standards
* Professional and accountable
* Excellent communication skills; capability to adapt communication style while servicing a diverse client base
* Ability to develop good working relationships, both internally and externally
* Demonstrated ability to effectively communicate with stakeholders at all levels
* Team player
* Attention to detail and ability to learn and apply financial industry processes, policies and procedures
* Accepts and tackles demanding goals with enthusiasm
* Willingness to be part of building an organization from the ground up
* Bilingual (Spanish) a plus

Benefits

* $500 personal training budget to spend on books, courses, conferences or training materials to help you develop.
* Medical plan (via Aetna, HDHP 2800/90 & OAMC 500/80) including Dental and Vision.
* Life insurance via Vensure (Smart USA funds a $50k life insurance).
* Short and long-term disability insurances.
* 5 week sabbatical after 5 years.
* 15 days vacation per year, + public holidays. After 2 years, 1 extra day of vacation per year up to a max of 20 days
* Enhanced maternity and paternity (maternity - 6 months fully paid / paternity - 3 weeks fully paid).