Customer Service Representative

Customer Service Representative

Location: Warwick, RI
Pay Rate: $20/hour (W2)
Class Start Date: November 9, 2026
Work Arrangement: Onsite Training → Work from Home After Training
Schedule: Monday–Friday, with operating hours between8:00 AM and 9:00 PM.
Post-training schedules are determined through aranking and schedule-bidding process based on training performance.

Training 

• 5-week instructor-led training conducted onsite at the Warwick, RI office. Followed by a2-week nesting period.
• Full attendance and completion of training are required.
• After successful completion of the quality certification/assessment, employees will transition to working from their home office.
• Employees must work from theWarwick office at least one day per month.
• If home-system or internet issues prevent remote work, employees may be required to report to the Warwick office until the issue is resolved.

Position Overview

We are seeking experiencedCustomer Service Representatives to support customers in theDefined Benefits / Retirement Income Solutions department. This inbound customer service role focuses on assisting customers with questions related todefined benefit annuities, Group Annuity Contracts, pensions, payments, and account information.

The ideal candidate will be able to explain complex financial information clearly, maintain accuracy and attention to detail, and confidently navigate multiple systems while handling sensitive financial information.

Key Responsibilities

• Handle inbound customer calls regarding defined benefit annuities and pensions.
• Explainpolicy details, payments, account status, and retirement income information.
• Process account maintenance requests, includingdirect deposit and address changes.
• Assist with beneficiary updates and death notifications.
• Support customers throughout the claims process.
• Navigate multiple systems while maintaining accuracy during live customer interactions.
• Use available AI enhancements to support job tasks.
• Handle sensitive financial information with professionalism and confidentiality.
• Maintain reliable attendance and adherence to assigned schedules.

Required Qualifications

• High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• 2–3+ years of customer service or call center experience.
• Financial services experience strongly preferred.
• 1–3+ years of experience with Windows-based operating systems and Microsoft Office.
• Strong communication and interpersonal skills.
• Ability to explain complex information clearly.
• Strong attention to detail and multitasking abilities.
• Ability to handle sensitive financial information professionally.

Home Office Requirements

• Quiet, secure, distraction-free workspace.
• High-speed internet connected directly to the router using anEthernet cable.
• Hotspots are not permitted.

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