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Online Client Support – Service Specialist in St. Louis, MO at NextGen

Date Posted: 9/5/2018

Job Snapshot

  • Employee Type:
  • Location:
    St. Louis, MO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Online Client Support - Service Specialist

Opportunity Overview

Department Summary:

The Online Client Support department assists clients with their online account information and technical issues with the online service.

Responsibility Summary:

  • Provide a high level of service to branch office associates and clients via incoming phone calls and written requests while meeting both quality and quantity expectations (examples of questions: login and enrollment to our EDJ website)

  • Fulfill all responsibilities of the position by providing clients and branches easy access to information, friendly support and reliable solutions in every situation

  • Contribute to the overall success of the team, division and firm by demonstrating a positive, professional, collaborative attitude

  • Demonstrate an understanding of the topic

  • Adhere to assigned daily schedule

***As mentioned, individuals that are selected to start in OCS may transition to Retirement Services as of mid-November. Please see the below description for Retirement Services.***

Department Summary

Retirement Services provides branch support, assistance and guidance on general retirement planning regarding Traditional and Roth IRAs, Profit Sharing, Owner K, Money Purchase, Owner DB, Safe Harbor 401(k), SEP, SIMPLE, 401(k), 403(b), and 457 plans.

Responsibility Summary

Responsibilities include, but are not limited to, providing accurate and timely responses to incoming calls as well as incoming service request tickets from branches in a call center environment. Assist branch associates and other departments on technical, operational, regulatory and sales service questions for Retirement Products. It is important to consistently provide world class service.

Key Responsibilities

  • Respond to operational, technical, regulatory and sales service questions, which come into the department via incoming calls and wires

  • Gain and continuously enhance knowledge of individual retirement accounts and employer sponsored retirement plans

  • Effectively use knowledge, tools and resources to ensure service and processing output is compliant with current policies, procedures, rules and regulations

  • Take ownership of inquiries--ability to ask the right question to bring timely, accurate solutions

  • Consistently deliver outstanding service to our branch associates and other department

  • Understand and support firm retirement marketing efforts as well as preferred partner retirement plan and marketing activities.

Preferred Work Schedule/Hours Hours of the department are 7-7; must be able to accommodate a schedule within those hours. Please list any scheduling constraints on the resume upon submittal

Position Requirements

Qualifications for Online Client Support


  • Must be able to accommodate a shift between 7 am - 7 pm

  • Please list any conflicts in the resume

  • Sound judgment, decision making and conflict resolution skills

  • Strong verbal and written communication skills and strong interpersonal skills

  • Highly organized, detail-oriented, resourceful, and adaptable to changing priorities

  • Highly dependable and punctual

  • Ability to multitask

  • Strong technical skills in Microsoft Office and web-based programs

  • Should be comfortable using the Internet

  • Familiarity with how to change computer settings

  • Comfortable talking on the phone and having an engaging conversation

  • Ability to keyboard (type on a computer)

  • Capacity to both work independently and collaborate in a team environment

  • Empathetic, patient, and calm demeanor in fast paced environment

  • Prior customer service experience

  • High school education required, college degree beneficial

Training for OCS:

  • Hours of training are 8:00 am - 4:30 pm.

  • Training is typically 5 days in duration

On the job expectations

  • One minute or less After Call Work (ACW)

  • 78% or greater Availability

  • 85% or greater Alignment to Schedule (ATS)

  • 90% or greater Branch View Surveys (BVS)

  • Login and Logout timely (no late logins)

  • Scheduled breaks and lunch daily

Requirements for Retirement Services:

  • Must successfully complete a structured academic training program, which includes classroom lecture, interactive discussions, a series of tests and on the job application

  • Effectively use knowledge, tools and resources to ensure service and processing output is compliant with current policies, procedures, rules and regulations

  • The topic is complex. Candidates must have the ability to absorb and retain complex information during training and apply this knowledge post training.

  • Bachelor's degree in a business related field is preferred

  • Prior experience in the retirement field or service is a plus

  • Will spend 100 percent of the day responding to client/branch questions

  • Important - please ensure the candidate understands that this is a phone based position and the individuals will be on the phone all day.

  • Take ownership of inquiries - ability to ask the right questions to bring timely, accurate solutions

  • Must have the flexibility to work a shift between the hours of 7:00 am - 7:00 pm; training hours will likely be 8:00- 4:00 during 17 days of classroom training

  • Excellent verbal and written communication skills

  • Strong problem-solving skills

  • Must be flexible and a team player

  • Strong organizational skills

  • Strong Integrity

  • Must be comfortable and excel in a fast-paced environment

  • Strong attendance

Training for Retirement:

  • CLASSROOM Training starts at NORTH CAMPUS (they will return to South Campus after training). They will train at North Campus for 6 days. This will be followed by phone coaching at South Campus

  • Likely hours for training: 8:00 am - 3:30 pm (35 hours during training)

  • Post training hours: Must have flexibility to work a shift between the hours of 7:00 am - 7:00 pm