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Call Center Specialist

Employer
Alerus Financial
Location
Albert Lea, Minnesota
Salary
Join our team!

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Industry
General
Role
Administrative
Job Type
Long-Term
Hours
Full Time

Job Details

Position Summary:

This position is responsible for taking a wide range of incoming calls from both retirement plan participants and plan sponsors. Call Center Specialists troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries.

Job Function Number 1: Client Service - 70%
  • Answer telephone and email inquiries from retirement participants promptly and courteously. Show respect and patience to all participants. Respond to telephone requests within 2-3 hours. Calls will cover a wide range of topics, including plan specific provisions, IRS and DOL regulations surrounding retirement plans, contributions, distributions, vesting, fund transfers, reallocations, investment election changes, and more.
  • Provide professional, accurate and clear communication.
  • Understand and clearly communicate inquiry and transactional use of the Alerus website and voice response system.
  • Understand and communicate basic provisions of plan documents, adoption agreements and loan policies to clients and participants.
  • Handle exchange of information, technical questions, and client concerns confidently and independently.
  • Meet service standards. Proactively notify manager if standards will not be met.

Job Function Number 2: ARB Processing Functions - 10%
  • Fund to Fund transfers including investment elections.
  • Accurately and timely entering in current business enrollment forms.
  • Beneficiary entry.
  • Deferral rate entry.
  • Stop pay/reissue requests.
  • Returned checks/1099R's.
  • Monitor and answer Call Center and email questions and respond to both within 2-3 hours.
  • Monitor calls for potential IRA referrals.

Job Function Number 3: Resource & Financial Management - 10%
  • Meet the company's annual client retention rate goal.
  • Establish work objectives and priorities to perform work in a cost-effective manner.
  • Use company resources appropriately to maintain expenses within budget.
  • Make recommendations for ways to increase productivity, reduce system usage and staff overtime.

Job Function Number 4: Technical and Professional Development - 5%
  • Attend and participate in department training programs and meetings.
  • Complete training in a timely manner.
  • Develop proficiency on systems including OmniPlus, Admin Access, Microsoft Word and Excel in order to accurately and efficiently complete daily activity.
  • Identify personal training needs.
  • Assist in developing and maintaining procedures.
  • Increase personal knowledge and expertise in plan regulation and administration. Pursue a program of continuing education through course work, meetings and reading to maintain and enhance professional skills.

Job Function Number 5: Department Support and Teamwork - 5%
  • Complete projects at direction of manager.
  • Foster a positive work environment and support co-workers in achievement of departmental goals.
  • Treat all co-workers with professionalism and respect.
  • Recognize and celebrate individual/team accomplishments.

Position Requirements:

Qualifications:
  • Bachelor's degree preferred, along with 3 years business experience in employee benefits, customer service, or accounting/bookkeeping.
  • 1+ years of experience directly related to retirement plans preferred.
  • Excellent written/oral communication and organization skills required.
  • Ability to prioritize, be self-motivated, and independently manage multiple concurrent tasks and meet deadlines.
  • Basic knowledge of Microsoft Word and Excel.
  • Available to work overtime to cover peak workloads and meet other business needs.
  • Proven ability to adapt to a fast paced, changing environment.
  • A high level of commitment to accuracy and detail; strong analytical skills.

Personal Characteristics:
  • Superior Listening skills
  • Knowledge retention
  • Critical thinking/problem solving
  • Attention to detail
  • Organized
  • Flexible
  • Friendly, patient and calm under pressure

Physical Demands: (must be met with or without a reasonable accommodation)
  • Extended periods of time sitting at a desk and using office equipment.
  • Ability to operate a personal computer for approximately 8 hours per day.
  • Extended time is spent reviewing documents, both actual papers or electronic.
  • Vision abilities required by this job include close vision.
  • The employee is occasionally required to stand, walk, reach with arms and hands, and to stoop, kneel, or crouch.
  • Periodically, may also do light lifting of supplies and materials which weighs in at approximately 10 lbs.
  • Will spend most of time in an indoor environment.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Company

Alerus is a company that will challenge you to be at your best and where your efforts have real, tangible effects. Our culture is one of collaboration, innovation, forward-thinking, and giving back. And, as a growing company with a presence in markets from New Hampshire to Arizona, we offer a broad range of opportunities for you to travel the career path that matches your abilities, interests, and goals.

What is the current company culture like?

While our footprint spans North Dakota, Minnesota, Arizona, New Hampshire, and Michigan, we still operate like a small company. In other words, every single person on our team matters. Our employees create our culture.

What skills, education, and experiences does your ideal candidate(s) have? Each position has their own specific requirements and qualifications. In addition to those, Alerus seeks people who live out our fundamental beliefs every day: do the right thing, cherish people, empower with knowledge, respect everyone, serve with passion, and embrace change.

How would you describe the company leadership/team management? Alerus has a diverse executive and leadership team. Each leader comes with a wealth of experience and knowledge within their field to help their teams succeed. Alerus leaders, including our C*Suite executives, maintain regular communication with employees on company updates and goals.

Where do you see the company/organization in the upcoming years? Alerus has bank and office locations in North Dakota, Minnesota, Michigan, New Hampshire and Arizona. While we continue to serve our clients in these states we also look to grow our national footprint to best serve clients wherever they may live.

What do you feel candidates need to know about the company before applying? Alerus is more than just a bank and offers many products for our clients including personal & business banking, mortgages, wealth management and retirement savings. We continue to grow and expand but still maintain and operate with a small business feel. We would not have continued success without our employees and all the hard work they do to serve our clients with passion.

See the current Alerus job openings below!

Company info
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