Inbound Call Center Representative

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Company Overview

US OMNI & TSACG Compliance Services is an independent third-party administrator dedicated to ensuring that 403(b), 457(b), and other employer-provided benefits operate in compliance with IRS regulations. US OMNI & TSACG does not offer financial advice, nor does OMNI recommend any particular investment or investment provider. US OMNI & TSACG is based in Rochester, NY, with an office in Citrus Heights, CA, and Fort Walton Beach, FL.

US OMNI & TSACG is looking for a full-time Call Center Representative for our office located in Rochester, NY.

The Call Center Representative is a reliable professional responsible for answering incoming phone calls, making outbound calls, using company policies to solve customer issues, guiding callers through navigating the company website, and routing calls to the managerial team when necessary. The Call Center Representative must commit to customer satisfaction and the ability to provide detailed and accurate information.

Why choose US OMNI & TSACG?

· Full-Time Hours

· Competitive Pay

· Full Benefits, including medical, dental, vision, life, and disability

· Paid Time Off

· Paid Holidays

· 401k with employer contribution

· + more!!

Essential Duties & Responsibilities

· Position requires that candidate staff the phones for the duration of their shift.

· Answer incoming and make outbound calls and take appropriate action for each call depending on the call's basis and the plan participant's needs.

· Educate callers on 403b & 457b IRS guidelines.

· Provide technical support and troubleshoot participant actions on the website, including filling out forms and uploading documents.

· Input data into system platforms and keep caller's records updated.

· Maintain customer satisfaction and meet call center metrics based on assignments.

· Adhere to the schedule.

· Regularly attend department and company meetings and training sessions to stay updated on policies and procedures.

· Other duties as assigned.

Education / Experience

· High School Diploma or equivalent

· Prior experience in a call center or high-volume customer service environment.

· Experience in pension/retirement and/or benefits administration a plus.

Language Skills

· Ability to read, write and communicate 403b/457b IRS guidelines, policies, and procedures to participants with varying degrees of education.

· Fluent in Spanish is a plus.

Mathematical Skills

· Ability to understand and calculate mathematical concepts of addition, subtraction, multiplication, and division - especially confirming payroll deductions for the participant.

Physical Demands

· Ability to sit for extended periods, talk, listen, walk, grasp, type, and perform data entry.

· Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment

· Generally, duties are performed in an office environment with a call center atmosphere.

· Currently, the position is remote until further notice.

· In this position, you may interact with plan participants, plan sponsors, financial advisors & administration through calls or emails, in addition to interactions with internal company staff of the Rochester, NY office, Citrus Heights, CA office, and Fort Walton Beach, FL office.

· Must work independently under minimal supervision in a fast-paced, demanding environment.

We are looking to fill two different shifts Monday-Friday:

- 8:30 am- 5 pm

- 9 am- 6:30 pm

You must be available to work 8:00 am-4:30 pm for the first two weeks of training, training is conducted in our office.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Experience:

• Call center: 3 years (Required)

Ability to Commute:

• Rochester, NY 14607 (Required)

Ability to Relocate:

• Rochester, NY 14607: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Rochester, NY 14607