Call Center Team Leader/Trainer

Location: Charlotte, NC
Date Posted: 03-19-2013

We serve clients as one firm, drawing on our vast resources, experts, and accumulated knowledge. As individuals and teams, we collaborate, complement, and support each other. We are a firm that believes that collegiality, teamwork, and mutual respect are important to providing effective and fulfilling service. And as such, both clients and consultants benefit. Twenty first century challenges call for a diverse set of skills and backgrounds. Therefore, we attract and hire the best thinkers with experiences relevant to todays competitive landscape. These professionals are all committed to our shared values and distinctive methods.

Position Summary

This position is responsible for developing and maintaining effective relationships with clients and is the direct client contact for plan services.

This position is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day plan administration, troubleshooting plan issues, and discussing the impact of select requirements. This position ensures the delivery of optimal service, client satisfaction and client retention.

Act as the primary contact for plans regarding day to day record keeping matters and provides prompt customer service.

Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.

Shows knowledge of Testing, how systems relate, resolves general POC questions, understands work flow, above average call handling, payroll feeds, progressing technically, escalates issues appropriately, sends issues to resolution appropriately.

Applies strategies where approprieate to clients for plan enhancements, additional business and overall retention and discusses these benefits with the client.

Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for client questions.

Proactively discuss products and services, and plan desing with plan sponsors.

Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.

Schedules Education Program for participant education workshops with the plan sponsor.

Request employee education workshops and literature.

Communicate compliance testing results and recommend options to improve results (if necessary).


Experience, Skills, Academic:

Minimum of 2 years of successful experience as a CLIENT SERVICE SPECIALIST lII (or equivalent administration experience).

Previous mgmt experience and training a plus. Working knowledge of 401k, call center, relationship management or similar experience

Demonstrates strong oral/written communication skills.

Demonstrates strong listening skills.

Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)

Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).

Demonstrates strong presentation skills.

Ability to coordinate and take the lead on conference calls.

Ability to guage client satisfaction through scheduled survey's, client visits and day-to-day interaction.




A knowledgeable and skilled team of professional staff is critical for success in every development program. We provide an extensive range of staff training and development services rooted in best practices and tailored to address the specific issues facing each development program. We work with staff to build internal effectiveness as well as the teams effectiveness in facilitating and supporting client leadership. The antiquated practices of applying rigid templates or a passive trial and error approach do not yield the sophisticated analysis that our clients look for and deserve. We have developed industry leading analytical frameworks that have consistent architecture yet yield unique outcomes on which we base our program recommendations and implementation plans.

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