Customer Service Rep

About the Role

This position serves as the primary point of contact for the Defined Benefits/Retirement Income Solutions Department, supporting customers with complex inquiries regarding group annuity contracts. The role is designed to guide clients through account maintenance, claims processes, and critical life events, such as reporting the passing of a participant. Success in this position requires a strong customer service focus and the ability to translate complex financial topics into clear, actionable information for clientele.

Training and Onboarding

The selected candidate will undergo a comprehensive 7-week on-site training and nesting program at the Warwick, Rhode Island office. This includes 5 weeks of formal training followed by 2 weeks of nesting, during which performance metrics must be met to qualify for remote work. The training schedule runs Monday through Friday from 8:30 AM to 5:00 PM EST, with a one-hour lunch break. No time off is permitted during this initial period (December 8, 2025, through January 30, 2026).

Upon successful completion of quality certification, the role transitions to a remote work model. However, remote employees must maintain a secure, distraction-free workspace with high-speed internet connected directly via Ethernet (hotspots are not permitted). Remote staff are required to attend the Warwick office once a month for mandatory in-person attendance. Additionally, any system issues at a home office will require the employee to travel to the Warwick location until the outage is resolved.

Equipment and Logistics

To ensure a seamless start, all necessary equipment—including a client laptop, docking station, dual monitors, keyboard, mouse, and headset—will be provided and picked up on the first day of training. Candidates must be available for video interviews and training sessions.

Work Schedule and Flexibility

The position operates Monday through Friday, with business hours extending from 8:00 AM to 9:00 PM. Shifts are 8 hours with a 60-minute lunch break. While the initial training schedule is fixed, post-training schedules are determined by a ranking system based on training performance, with contractors bidding on available slots. Flexibility is essential, as shifts may change based on business needs. The role is closed on Saturdays and Sundays.