AIG Plan Service Representative in Houston, Texas

Plan Service Representative

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  • Employment Type:

Full Time - Permanent

  • Education Preferred:

Bachelors Degree (or equivalent)

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Position Description:

Position OverviewThe Plan Sponsor Service Team Plan Service Representatives serves as the primary point of contact for plan sponsors, field office and home office personnel for Valic’s valued and preferred market segments. These market segments include groups with up to 15 million in assets, which covers approximately 26,000 groups. In this role, the Plan Service Representatives functions in a call center environment and performs duties including but not limited to: facilitating requests received by phone, fax, mail or email to appropriate areas and overseeing them through resolution. This requires strong analytical skills, independent work habits and the ability to grasp various types of systems and software applications to include the use of Microsoft Office products as well as those indigenous to the work environment. The individual in this role needs to possess the ability to independently review each task determine the appropriate steps for resolution and prioritize deadlines. Additionally, excellent oral and written communication skills are required to interface with both internal and external clients.OrganizationPlan Service Representatives reports directly to the Plan Sponsor Service Team Manager. Responsibilities: • Provide Plan Support via Plan Sponsor Contact Line: Plan Service Representatives provide support via our Plan Sponsor Phone Line daily. Our average call volume is 80-90 calls per day with each Plan Service Representatives averaging 18 calls per day. Plan Service Representatives are expected to take calls for four and one-half hours per day with three and one-half hours per day for case research and resolution. Plan Service Representatives receive work via our plan sponsor phone line, plan sponsor email box, regular mail and fax. Plan Service Representatives log all requests into a tracking system for review and case management and monitor case work through completion.Website Oversight: Assist in the registration of new Plan Sponsor Online (PSO) website users and informational support for existing users. Website training for plan sponsors is provided. • Plan Document Review/Explanation: Obtaining Plan Document files and research specific plan provisions of qualified and non-qualified retirement plans to determine how best to meet our plan sponsors’ needs. • General Plan /Group Corrections: Assume responsibility for assisting field sales staff with all aspects of supporting the groups they are assigned. This includes but is not limited to filing plan amendments, updating restriction messages and service notes, correcting contribution and distribution related correspondence, and other tasks as requested by field management, average case work is completed within 2-4 business days. • Follow Up: The candidate is expected to provide feedback on assigned work. This feedback is critical for ensuring plan sponsors are satisfied with our service and that all areas for improvement are identified and addressed. Each Plan Service Representatives manages their own case log with approximately 12-15 cases in their pipeline daily.

Position Requirements:

Requirements: 1. Bachelor’s degree in related field or 4 years of experience.2. Experience in a customer call center environment is preferred.3. Applicants need strong client management and application of retirement plan recordkeeping systems.4. Strong communication skills, including verbal, written, and interpersonal 5. Solid working knowledge of pension plan types and of defined contribution plan daily valuation recordkeeping systems.6. Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution.

About Us:

American International Group, Inc. (AIG) is a leading global insurance organization. Founded in 1919, today we provide a wide range of property casualty insurance, life insurance, retirement products, mortgage insurance and other financial services to customers in more than 100 countries and jurisdictions. Our diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

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