Call Center Specialist - Retirement & Benefits

Alerus is a commercial wealth bank and national retirement provider committed to helping clients achieve their financial goals. The Client Service Center Associate is responsible for answering incoming calls from retirement plan and health benefit participants, providing support and information to address their inquiries.

Responsibilities

• 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
• Provide professional, accurate, and clear communication
• Understand and clearly communicate the inquiry and transactional use of the Alerus websites and mobile apps
• Maintain up to date financial services, internal systems and software knowledge (AdminWeb, Salesforce, IBM Notes, and Wex) as it pertains to the job
• Understand and communicate basic provisions of retirement plan documents, adoption agreements and loan policies to clients and participants
• Understand and communicate the regulations for health savings accounts, flexible spending accounts, and health reimbursement arrangements
• Actively maintain knowledge of all Alerus products, services, and processes
• Develop and enhance customer relationships by informing customers of Alerus products and services that meet their needs and encourage a financially fit client
• Foster a positive work environment and support co-workers in achievement of departmental goals
• Meet performance standards such as quality assurance scores, attendance, and productivity
• Proactively notify manager if standards are not met

Skills

• Excellent written/oral communication and organization skills required
• Ability to prioritize, be self-motivated, and independently manage multiple concurrent tasks and meet deadlines
• Proven ability to adapt to as fast paced, changing environment centered around technology
• 1+ years business experience in employee benefits, customer service, or accounting/bookkeeping preferred
• 1+ years experience directly related to financial services preferred

Benefits

• Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance
• 401(k) and ESOP for retirement savings
• Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave
• Learning and development resources for personal and professional career development, and advancement opportunities
• Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services
• Support for the communities we live in through paid volunteer time and a company donation match opportunity

Company Overview