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Call Center Specialist - Retirement & Benefits
<p><em>This is a remote position. Candidates preferred to be residing in the Alerus physical footprint of these markets: Twin Cities area, MN; Grand Forks or Fargo, ND; or Phoenix, AZ.</em></p><p><br></p><p><strong>Hours: </strong>Monday - Friday 10am - 7pm Central Time.</p><p><br></p><p><strong>WHO ARE WE</strong>: Alerus is a commercial wealth bank and national retirement provider with one core purpose: helping clients achieve their financial goals. We are driven by a shared commitment to always do the right thing; leading with integrity and providing valued advice and guidance to our clients. We value the expertise and skillsets each team member provides and encourage collaboration, innovation, adaptability, and an entrepreneurial spirit at all levels of our company. By consistently seeking improvements and growth, we foster long-term relationships with clients and team members. We are proud to be recognized as a Top Workplace by numerous industry and regional outlets.</p><p><br></p><p><strong>CORE VALUES: </strong> Passion for Excellence :: Success is Never Final :: Do the Right Thing :: One Alerus</p><p><br></p><p><strong>ABOUT THE ROLE:</strong></p><p>The Client Service Center Associate is responsible for answering a wide range of incoming calls from retirement plan and health benefit participants. Client Service Associates educate, troubleshoot and address issues, provide support, and offer information as needed to correctly and efficiently respond to caller inquiries. The Client Service Center is intended to be a single point of contact where clients receive support on products offered with Alerus.</p><p><br></p><p><strong>WHAT YOU’LL BE DOING:</strong></p><ul><li>Answer telephone, email and chat inquiries from Alerus retirement and health benefit participants promptly and courteously. Show respect and patience to all participants. Inbound calls will cover a wide range of topics including retirement plan specific provisions, IRS and DOL regulations surrounding retirement and benefits plans, distributions, contributions, investments, balance inquiries, and claim status.</li><li>Provide professional, accurate, and clear communication.</li><li>Understand and clearly communicate the inquiry and transactional use of the Alerus websites and mobile apps.</li><li>Maintain up to date financial services, internal systems and software knowledge (AdminWeb, Salesforce, IBM Notes, and Wex) as it pertains to the job.</li><li>Understand and communicate basic provisions of retirement plan documents, adoption agreements and loan policies to clients and participants.</li><li>Understand and communicate the regulations for health savings accounts, flexible spending accounts, and health reimbursement arrangements.</li><li>Actively maintain knowledge of all Alerus products, services, and processes.</li><li>Develop and enhance customer relationships by informing customers of Alerus products and services that meet their needs and encourage a financially fit client.</li><li>Foster a positive work environment and support co-workers in achievement of departmental goals.</li><li>Meet performance standards such as quality assurance scores, attendance, and productivity. Proactively notify manager if standards are not met.</li></ul><p><br></p><p><strong>WHAT YOU SHOULD HAVE:</strong></p><ul><li>1+ years business experience in employee benefits, customer service, or accounting/bookkeeping preferred.</li><li>1+ years experience directly related to financial services preferred.</li><li>Excellent written/oral communication and organization skills required.</li><li>Ability to prioritize, be self-motivated, and independently manage multiple concurrent tasks and meet deadlines.</li><li>Proven ability to adapt to as fast paced, changing environment centered around technology.</li></ul><p><br></p><p><strong>WHAT WE BRING TO THE TABLE:</strong></p><ul><li>Competitive compensation including base salary, bonus and/or incentive opportunities.</li><li>Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance; and 401(k) and ESOP for retirement savings.</li><li>Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave.</li><li>Learning and development resources for personal and professional career development, and advancement opportunities.</li><li>Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services.</li><li>Support for the communities we live in through paid volunteer time and a company donation match opportunity.</li></ul><p><br></p><p><strong>WORK ENVIRONMENT: </strong>Work is typically performed in an office setting. The employee is regularly required to sit for extended periods of time. The employee is occasionally required to move about the office utilizing proper ergonomic safeguards when doing so. Additionally, the employee must occasionally lift or move supplies and materials up to 20 pounds.</p><p><br></p><p><strong>BASE PAY RANGE:</strong></p><p>$21.00 - $22.00 per hour</p><p><br></p><p>The above information in this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job.</p><p><br></p><p>Alerus is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>
