Bilingual Participant Services Representative I (8am - 5pm Pacific)

At The Standard, you’ll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.
 
Ready to reach your highest potential? Let’s work together.

Job Summary

Responsible for personalizing and relaying accurate plan specific information to participants.  Facilitate the participant's experience with SRS services and advance the participants understanding of their company 401(k), 403(b) and/or 457 savings plan. Knowledgeable in the operational and procedural processes for both our Group Annuity (GA) and Trust plans.

Deliver personalized service and responding to a variety of plan and policy-related questions which impacts the participant and ultimately, the plan as a whole.  Provide clear and concise communication of plan information, policies and procedures via telephone by using a variety of computer and telecommunications technologies/software/systems.  Problem solve, perform initial research and follow-up with individual participant related issues, as needed.  Monitor status of requested work and prepare customized correspondence as necessary and make outbound calls as requested. Facilitate call escalation for participants whose loan or distribution requests are not being met within established service timeframes.

Support Division projects as assigned, especially those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the Internal Admin/Ops and legal departments;  website enhancements - IVR and user acceptance testing.

Principal Duties & Responsibilities:

• Knowledge & Skills:  Applies acquired job skills and working knowledge of business practices in a professional field.  Demonstrated professional demeanor communicating via telephone by using variety of computer and telecommunications technologies/software/systems. Ability to take or recommend appropriate action in a limited timeframe; ability to retain and effectively communicate specific details/provisions of retirement plans/products, investment securities, mutual funds, and investments; knowledge of variable annuities, and general understanding of FINRA & governmental rules and regulations are desired.

• Job Complexity & Judgment:  Works on problems of moderate scope.  Exercises judgment and discretion.  Requires analysis of data where answers are not readily obtained.  Works within defined procedures to resolve non-standard issues.   Makes recommendations for new processes or procedures.

• Independence & Supv required:  Typically receives general instructions on routine work.  May require detailed instructions on new assignments. Work is often shared with team.

• Interaction & Influence:  Contacts are typically limited to own department with occasional external contacts to provide or obtain information.  Begins to build working relationships outside department. Effective team player.

• Schedule: This is an inbound calls position where employees work within a highly structured, high volume contact center environment. The schedule for this position is 8:00am - 5pm Pacific Time / 11:00am - 8:00pm Eastern Time.

Skills and Background You’ll Need

• Experience: Minimum 2 years financial or industry experience, or the equivalent combination of education/experience.

• Experience in a high volume, direct customer contact service environment preferred. 

• Education:  Associate’s degree preferred.

MUST be fluent in Spanish.

Key Behaviors of a Successful Candidate

• Improvement Mindset:  Continually seeks new ways to apply digital and non-digital solutions to drive innovation, efficiency, effectiveness and transformation to create business/customer value.

• Adaptability:  Recognizes and is open to changing circumstances and alters behavior as necessary.

• Driving Success:  Takes action, initiates activity, pursues ambitious goals with persistence and shows resilience in the face of obstacles and setbacks.

Why Join the Standard?

We have built an enduring legacy of stability, innovation and financial strength thanks to the contributions of the talented, creative and compassionate people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including a 401(k) plan with matching company contributions

• An annual incentive bonus plan 

• Generous paid time off

• A supportive and responsive management approach

• Opportunities for career growth and advancement  

• Paid time off to volunteer 

• An employee giving program that double matches your donations to eligible nonprofits and schools

• Much more!

#LI-REMOTE

Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.