Retirement Client Service Associate

Company Name:
T. Rowe Price
Title: Retirement Client Service Associate
Location: Maryland-Owings Mills
Other Locations: null
The Retirement Client Services Associate is responsible for providing world class customer service to participants of small business retirement plans by using the Consultative Client Interaction (CCI) model. Specifically, the types of products they are accountable for servicing are SEP IRA‚EUR(TM)s, SIMPLE IRA‚EUR(TM)s, 403B‚EUR(TM)s and Century 401(k) plans. Associates must be able to distinguish and discuss the different provisions of each of these plan types, provide guidance with annual plan activities and assist participants with account information and account services through processing transactions online navigation. Associates are also responsible for proactively offering creative solutions within policy guidelines, while recognizing and acting on opportunities to enhance the retention and expansion of not only the participants but also plan assets.
Production Support
To break basic to complex problems into parts, identify all solutions and provide the most appropriate resolution to the customer in relation to all small business retirement products; including contribution limits, distribution requirements, tax reporting, and general plan rules and regulations. The associate has the authority to determine how to resolve the issue and provide a solution, within policy guidelines.
Performs account maintenance, transactions, research, correspondence and administrative activities to ensure TRP customer accounts are updated, corrected, and accurately maintained.
To utilize a diverse questioning strategy and creative approaches based on the CCI Model to engage the customer and achieve the intended outcome. The associate has the ability to decide the approach to be used to achieve the intended outcome and may collaborate with peers, specialists and/or supervisors to ensure the best possible outcome.
To continually improve one''s knowledge base, and leverage that expertise in increasingly complex customer interactions. The incumbent consults with their supervisor to determine the level of training needed to ensure he/she has the expertise needed to handle basic to complex customer problems.
Business Support
Associates may (under direction of specialist/supervisor) take part in short term department wide projects. Associates are encouraged to build and maintain positive relationships with internal service groups and externally with participants.
After adequate time in the associate role, they may be encouraged to act as an SME and/or liaison to add further support to department products/systems.
High school diploma or equivalent and 1 year related work experience, or college degree
FINRA Series 6 and 63 Licenses ‚EUR" Expected to obtain both licenses within 6 months of hire date
Customer focused and conversational
Exceptionally strong interpersonal skills
Written and verbal communication skills
Proficient with computer applications
Working knowledge of the financial markets and mutual funds
Displays sound problem solving and decision making skills
College degree
Excellent written and verbal communication skills
Familiarity with Consultative Client Interaction Model (CCI)
Complex understanding of mutual funds and ERISA guidelines
Comprehensive understanding of retirement plans
Self-motivated to achieve personal and departmental goals
Ability to work independently and within a group
FINRA Series 7 License
ASPPA Certifications
Life & Variable Annuity License
T. Rowe Price is an Equal Opportunity Employernull
Organization: Operations Support

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