Required Experience:
1-2 years call center experience.
1-2 years of experience with Windows based operating systems (Microsoft Office, Suite, etc.)
The role will include customers calling to learn about their defined benefit annuity (group annuity contract), customers calling for account maintenance (direct deposit changes / address changes), customers reporting passing of a participant, and customers calling for assistance within claims process. Role requires processing and strong ability to navigate Windows based operating systems.
Strong customer service focus is a must. Ability to convey complex topics to clientele. Work to remove roadblocks to customer requests & educate customers on the correct process for receiving information. Using advanced customer service skills to avoid escalations. Licensing is not required for the role. Warwick, Rhode Island location required.
MANDATORY: Training is on-site. Training is 5 weeks and then nesting is 2 weeks, so 7 total weeks in the office. Nesting and quality assessment will be on site. After successful completion of quality certification/assessment, the position will be remote from home office, with the exception of coming in once a month for mandatory in office attendance. Training is 5 weeks and then nesting is 2 weeks, so 7 total weeks in the office.
Agent experiencing system issues at home office will be required to travel to Warwick office until system issue/outage corrected.
Requirements:
• The ability to attend training, nesting at Quaker Lane, Warwick RI office. During nesting, must pass metrics before transitioning to remote.
• The ability to work from home includes the requirement that high-speed internet be used and must be connected to home router via ethernet cable. Hotspots not allowed.
• A quiet place to work that is secure and free of distractions. Work from home is not a substitute for childcare.
* Must be able to use video during interviews and training.
* Must have ability to work during the hours of operation of Monday-Friday, 8am to 9pm. Candidates must be flexible regarding shifts worked, which may change based on business needs. ** "
* NO time off planned during training until end of nesting timeline (November 17, 2025, to January 30, 2026.)
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