Start Date: September 8, 2025

Note: This role is answering inbound in Spanish and English from members, partners, plan sponsors and investment professionals.

Education: • High School Diploma is required. • Associate's degree or Bachelor's degree preferred.

Experience: •Two years of experience in customer service, sales related occupations

Job Profile Summary: • This role is answering inbound calls in Spanish and English from members, partners, plan sponsors and investment professionals. • You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success. • Additionally, you’ll effectively interpret and articulate Client marketing strategies when communicating with customers.

Key Responsibilities: • Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. • Understands the different product suites, including current line-up and products no longer sold that still require servicing. • Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications. • Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need. • Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper. • Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Client policies, firms, plan documents and state and local laws. • Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract. • Analyzes problems to determine proper course of action, striving for first time final resolution. • When necessary, works with internal partners to resolve escalated issues. • Integrates lean methodology into daily interactions through problem-solving meetings and team huddles. • Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. • Setting goals and expectations to achieve success in the role as well as future opportunities.

Knowledge, Skills and Ability: Knowledge of various insurance products and the sales process. • Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states. • Understands the consequences of not following the FINRA rules and regulations. • Excellent verbal and written communication skills to effectively communicate with others. • Proficiency with computers and common office software. • Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers. • Other criteria, including leadership skills, competencies and experiences may take precedence.

Additional Information about Schedule: Hybrid Schedule: 2 days in office and 3 days work from home.

Training Period: 6 weeks (9/8 – 10/10) Hours for week 1 thru week 5 is 9:00 AM - 5:30 PM during Training Hours for week 6 Flexible Hours Monday - Friday, could be anytime from 8:00 AM -8:00 PM EST.

Post Training Schedule Hybrid Schedule: 2 days in the office and 3 days at home.

Hours After Training: It will be a variable schedule and the shift could be any time between 8:00 AM and 8:00 PM EST, Monday – Friday and can change from week to week.

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**