At The Standard, you’ll join a team focused on putting our customers first.
Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.
We offer a caring culture where you can make a real difference, every day.
Ready to reach your highest potential? Let’s work together.
Job Summary
The primary responsibility for the Bilingual Participant Services Representative role is to provide an excellent quality experience while answering phone calls from customers regarding their retirement plans with The Standard. This is an inbound phone center where customer service, critical thinking, problem solving, and adaptability are key skills. While the primary calls will be incoming, outgoing calls are also required as well as responding to customer emails.
- The Bilingual Participant Services Representative will communicate with both English and Spanish speaking customers. Frequent questions include online account access and navigation, loan and distribution eligibility, rollovers, and RMD’s. More complex questions and requests include statements, plan entry eligibility, and deferral rate changes.
- Typically receives general instructions on routine work. May require detailed instructions on new assignments. Work is often shared with the team.
- Regular feedback will be provided by our quality team and managers. Adjustments to work will be expected based on the feedback provided, to ensure core metrics are met.
- Job instruction documents are expected to be followed when available.
- Interaction & Influence: The majority of contacts will be with the participants. Internal team collaboration will also be required. Building working relationships within department is essential.
Skills and Background You’ll Need
- Must be fluent/bilingual in Spanish and English
- 1-2+ years customer service, contact center and financial services background preferred.
- Experience in a high volume, direct customer contact service environment preferred.
- Associate’s degree preferred.
- Ability to retain and effectively communicate specific details/provisions of retirement plans/products
- Demonstrated professional demeanor communicating via phone and email by using a variety of computer and telecommunication systems.
- Ability to take appropriate action or provide appropriate information in a limited timeframe; ability to retain and effectively communicate specific details.
- Applies acquired job skills and working knowledge of business practices in a professional field.
- Professional certification: Completion of ASPPA RP1 and RP2, within the first 12 months of employment is preferred.
Key Behaviors of a Successful Candidate
- Works on problems of moderate scope. Exercises judgment and discretion. Requires analysis of data where answers are not readily obtained.
- Works within defined procedures to resolve non-standard and standard issues.
- Makes recommendations for new processes or procedures.
- Primary contact will be external with plan participants and occasional third parties. Internal team collaboration will be frequent and important.
Why Join the Standard?
We have built an enduring legacy of stability, innovation and financial strength thanks to the contributions of the talented, creative and compassionate people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:
- A rich benefits package including a 401(k) plan with matching company contributions
- An annual incentive bonus plan
- Generous paid time off
- A supportive and responsive management approach
- Opportunities for career growth and advancement
- Paid time off to volunteer
- An employee giving program that double matches your donations to eligible nonprofits and schools
- Much more!
#LI-REMOTE
Please note – the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.
- Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.
Salary Range:19.00 – 25.48
Positions will be posted for at least 5 days from original posting date.
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.