Call Center Specialist - 401(k)

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

Responsibilities

• Answer telephone, email, and chat inquiries from Alerus retirement and health benefit participants promptly and courteously. Show respect and patience to all clients. 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 a fast paced, changing environment centered around technology
• 1+ years business experience in customer service or accounting/bookkeeping preferred
• 1+ years of 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; and 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