Customer Contact Center Representative (Fintech)

TL;DR

Customer Contact Center Representative (Fintech): Handling inbound calls to educate customers on retirement products and plans with an accent on relationship building and financial mentorship. Focus on resolving customer inquiries regarding 401(k), 403(b), and annuity concepts while navigating multiple financial systems.

Location: Remote (must be based in the United States) or hybrid in major office locations

Salary: $41,600/year

Company

hirify.global is a Fortune 500 retirement services company recognized as a 'Great Place to Work' and one of the 'World's Most Ethical Companies'.

What you will do

• Respond to inbound customer inquiries regarding retirement products such as 401(k), 403(b), 457, and 401(a).
• Educate customers on annuity plan concepts and provide retirement financial mentorship.
• Assist customers with plan design inquiries, balance transfers, loan requests, and general account management.
• Utilize multiple systems simultaneously to troubleshoot issues and ensure first-call resolution.
• Collaborate with team leads and managers through 1:1 coaching and huddles to maintain high service quality.

Requirements

• Must be based in the United States.
• Availability to work any shift between 7:30 AM and 10:00 PM EST.
• College degree and 1+ year of customer service experience, OR a HS Diploma/GED and 3+ years of customer service experience.
• Proficiency with basic computer functions, including navigating multiple software applications simultaneously.
• Strong learning agility to perform successfully in a fast-paced, metric-driven environment.
• Ability to engage customers, build rapport, and handle objections effectively.

Nice to have

• Experience in the Financial Service industry.
• Bilingual proficiency (eligible for a $3,000 pay differential).

Culture & Benefits

• Comprehensive health, dental, vision, and life insurance.
• Retirement savings with 401(k) matching and a pension plan.
• Generous PTO: 20 days, 9 paid holidays, a flexible Diversity Day, and 40 hours of paid volunteer time.
• Tuition reimbursement up to $5,250 per year.
• Eight weeks of paid training and ongoing professional development through the Destination You program.

Hiring process

• Virtual interview process.
• Online training program.