Customer Service Representative

Why We Exist 

At the Trust Company of Tennessee, we believe everyone can live confidently and reach their financial goals. Would you like to be part of a team that works with individuals, families, businesses, and foundations to identify what success looks like and formulate a plan to get there? Come join our team of Wealth Management, Trust, Estate Administration, and Corporate Retirement Plan professionals who proudly help clients achieve their dreams.

Job Title:         Customer Service Representative                                                          

Reports To:     Customer Service Manager                                                                                                                                                                       

Classification: Full Time – Non-Exempt                            

Core Purpose

The Customer Service Representative is responsible for providing a high-level of customer service while assisting plan participants and TTC employees with questions regarding their retirement plans.

Inclusion Statement

The Trust Company strives to continuously develop our company-wide identity to ensure people feel comfortable, safe, and valued through open, proactive communication. Our goal in doing so is to allow individuals to be heard, accepted, and celebrated for their differences.

Responsibilities

• Shows a commitment to The Trust Company’s Mission, Core Values, and Client Promise.
• Ensures participants’ questions and concerns are handled in a professional manner.
• Maintains positive relationships with participants and TTC employees.
• Answers employee questions regarding the features of their retirement plan/s.
• Takes distribution requests from plan participants and initiate the distribution process.
• Calculates the amount available for a loan and initiate the processing of the paperwork.
• Assists employees in using the retirement plan website.
• Provides participants and employees with their account balance and vesting percentage.
• Educates participants on distributions, rollovers, and general investment options.
• Assists participants with updating personal information as needed.
• Takes requests for retirement plan statements.
• Manages stressful situations pertaining conflicts with plan participants.
• Performs job functions with little supervision consistently meeting all deadlines.
• Contributes to overall department and corporate goals, interacting in a cooperative & positive manner.
• Special projects as assigned.

Qualifications

• 1 – 3 years’ experience in customer service
• Experience in call center role a plus
• Experience in retirement industry or related industry a plus
• Outstanding customer service skills
• Experience with multi-line phone systems
• Strong problem solving skills
• Strong interpersonal skills
• Strong verbal and written communication skills
• Ability to prioritize and meet deadlines
• Ability to work individually and in a team setting