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NextGen Person

Service Specialist - Retirement Services in St. Louis, MO at NextGen

Date Posted: 9/5/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    St. Louis, MO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/5/2018

Job Description

Service Specialist - Retirement Services


Opportunity Overview


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.


***It is likely that some of the selected candidates will transition to other Service areas (OCS, Tax, etc.) early to mid-January as volumes slow down in Retirement.




Preferred Work Schedule/Hours 6 days of training with schedule of 8-3:30. Post training hours - must have the flexibility to work a shift between 7am-7pm


Position Requirements



  • 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

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

  • Attendance - candidates must be present for training. Please do not submit candidates that have scheduling conflicts during this time period (please see training schedule below). Attendance/punctuality is imperative throughout training AND the entire duration of the assignment.



  • 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



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

  • 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



  • Classroom training starts at NORTH CAMPUS (they will return to South Campus after training). Training consists of 6 days of classroom training at North Campus followed by phone coaching at South Campus

  • Hours for classroom training: 8:00 am - 3:30 pm

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