Bilingual Participant Services Representative I (8am - 5pm Pacific)

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

Responsible for personalizing and relaying accurate plan specific information to participants.  Facilitate the participant's experience with SRS services and advance the participants understanding of their company 401(k), 403(b) and/or 457 savings plan. Knowledgeable in the operational and procedural processes for both our Group Annuity (GA) and Trust plans.

Deliver personalized service and responding to a variety of plan and policy-related questions which impacts the participant and ultimately, the plan as a whole.  Provide clear and concise communication of plan information, policies and procedures via telephone by using a variety of computer and telecommunications technologies/software/systems.  Problem solve, perform initial research and follow-up with individual participant related issues, as needed.  Monitor status of requested work and prepare customized correspondence as necessary and make outbound calls as requested. Facilitate call escalation for participants whose loan or distribution requests are not being met within established service timeframes.

Support Division projects as assigned, especially those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the Internal Admin/Ops and legal departments;  website enhancements - IVR and user acceptance testing.

Principal Duties & Responsibilities:

• Knowledge & Skills:  Applies acquired job skills and working knowledge of business practices in a professional field.  Demonstrated professional demeanor communicating via telephone by using variety of computer and telecommunications technologies/software/systems. Ability to take or recommend appropriate action in a limited timeframe; ability to retain and effectively communicate specific details/provisions of retirement plans/products, investment securities, mutual funds, and investments; knowledge of variable annuities, and general understanding of FINRA & governmental rules and regulations are desired.

• Job Complexity & Judgment:  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 issues.   Makes recommendations for new processes or procedures.

• Independence & Supv required:  Typically receives general instructions on routine work.  May require detailed instructions on new assignments. Work is often shared with team.

• Interaction & Influence:  Contacts are typically limited to own department with occasional external contacts to provide or obtain information.  Begins to build working relationships outside department. Effective team player.

• Schedule: This is an inbound calls position where employees work within a highly structured, high volume contact center environment. The schedule for this position is 8:00am - 5pm Pacific Time / 11:00am - 8:00pm Eastern Time.

Skills and Background You’ll Need

• Experience: Minimum 2 years financial or industry experience, or the equivalent combination of education/experience.

• Experience in a high volume, direct customer contact service environment preferred. 

• Education:  Associate’s degree preferred.

MUST be fluent in Spanish.

Key Behaviors of a Successful Candidate

• Improvement Mindset:  Continually seeks new ways to apply digital and non-digital solutions to drive innovation, efficiency, effectiveness and transformation to create business/customer value.

• Adaptability:  Recognizes and is open to changing circumstances and alters behavior as necessary.

• Driving Success:  Takes action, initiates activity, pursues ambitious goals with persistence and shows resilience in the face of obstacles and setbacks.

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 b