Customer Care Consultant - PIF

Position Overview

The Associate role supports Customer Care by answering and making calls to deliver a white glove, personalized service to customers. Working in a fast‐paced, high-volume environment, you will handle inquiries, process transactions, maintain customer files, perform reconciliations, and execute complex research and operational tasks. This opportunity provides a pathway for lateral and promotional career growth. Note: This role will be hired at the 4I or 4J band based on experience.

Key Responsibilities

• Work with external and internal customers via phone, email, and written correspondence to resolve requests.
• Deliver world-class customer experiences by establishing rapport and aiming for a one call resolution.
• Ensure processes are completed thoroughly, accurately, and in adherence to policies and procedures.
• Demonstrate urgency in handling multiple tasks while meeting service levels, turnaround times, and volume requirements.
• Update systems accurately with status details and pertinent customer information.
• Navigate multiple computer systems to conduct in-depth account analysis, research, and monetary transactions.
• Mitigate risk by identifying information or behavior that may require further investigation or escalation.
• Exercise judgment to research and resolve operational problems where the answers are not evident.
• Proactively recommend solutions to improve policies, procedures, and business processes.
• Maintain strict confidentiality of customer, employee, and company information.
• Perform additional ad-hoc tasks as assigned.

Required Qualifications

• High School Diploma or GED equivalent.
• Prior experience in customer service, financial services, or a similar industry.
• Excellent written and verbal communication skills with the ability to adapt to diverse personalities.
• Ability to manage workflow, demonstrate strong attention to detail, and exercise sound judgment.

Preferred Qualifications

• Prior phone handling experience.
• Above-average computer knowledge with proficiency in CRM Salesforce and Microsoft Office Programs.
• Ability to diffuse escalated situations with tact and diplomacy.

Benefits & Perks

• Compensation: Market-competitive base pay of $48,880 - $59,488 USD with eligibility for an annual incentive plan.
• Time Off & Holidays: Enjoy 20 paid time off days (prorated based on start date), 11 paid holidays, and 8 hours of volunteer time off yearly.
• Retirement & Financial Benefits: Access to an industry-leading 401K plan (with matching and company contributions), student loan reductions, tuition reimbursement, and additional financial planning resources.
• Health & Well-Being: Flexible health insurance options (medical, dental, vision), life and disability coverage, and programs promoting total well-being.
• Family Support & Work-Life Integration: Adoption and fertility assistance, paid parental leave, childcare discounts, and employee assistance programs.
• Additional Perks: Depending on the role, you may be eligible for travel allowances, relocation assistance, a signing bonus, and/or equity.