Job Description

Customer Service Associate

Job Category: Ops - Participant Services

Location: Phoenix, AZ (hybrid)

Role Summary:

As a Customer Service Associate in Participant Services, you'll be the first point of contact for Mutual of America participants, beneficiaries, and prospective clients. You'll provide expert guidance on retirement account inquiries, claims, loans, and online supportall while delivering exceptional service in a fast-paced call center environment.

Key Responsibilities:

• Handle inbound calls related to retirement accounts (401(k), 403(b), etc.), providing clear and accurate information on withdrawals, rollovers, loans, and beneficiary claims.
• Guide participants through online access, form completion, and account navigation, including password resets and transaction support.
• Submit and validate withdrawal claims, ensuring accuracy and timely processing.
• Investigate and explain form rejections, assisting participants with corrections and resubmissions.
• Fulfill requests for account documents, including statements, tax forms, and plan literature.
• Maintain detailed case notes in Salesforce to ensure seamless follow-up and service continuity.
• Support loan and beneficiary claim inquiries, offering status updates and procedural guidance.
• Refer participants to specialized departments or regional offices for advanced support or rollover opportunities.
• Process financial and non-financial transactions received via mail or email.
• Uphold data privacy standards by securely handling personally identifiable information (PII).
• Collaborate with internal teams to resolve participant issues and enhance service delivery.
• Proactively identify opportunities to retain assets and improve the participant's experience.

Required Qualifications:

• Strong organizational and analytical abilities with a keen eye for detail and accuracy in a high-volume environment.
• Effective problem-solving skills, with the ability to think critically and resolve participant issues efficiently.
• Excellent communication skills, both verbal and written, to clearly explain complex information and provide empathetic support.
• Patient, professional, and customer-focused demeanor, with a genuine commitment to delivering a positive participant experience.
• Active listening skills, with the ability to understand participant needs and respond thoughtfully.
• Adaptability and composure in a fast-paced, dynamic call center setting.

Preferred Qualifications:

• Bachelor's degree or equivalent combination of education and experience.
• Bilingual proficiency in Spanish, with the ability to support a diverse participant base.
• Two or more years of customer service or call center experience, ideally within the financial services industry.
• Active FINRA SIE and Series 6 licenses preferred, or a demonstrated commitment to obtaining the Series 6 license within a defined timeframe.

What we offer you:

• Competitive base salary
• Annual Bonus
• Hybrid-Work environment 3 days in office, 2 days from home.
• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment.
• 401K Match: Receive up to 6% of your pay (salary and incentive compensation) with 100% employer match on employee contributions.
• Parental Leave: 8 weeks fully paid.
• Paid time off: 20 days plus two floating personal holidays

The salary range below describes the minimum to maximum base salary range for this role. The role is also eligible for an annual bonus, whereby total compensation may exceed this range depending on individual and / or company performance.

Base Salary Range:

Associate Participant Services: $37,800 - $56,700

Sr. Associate Participant Services: $40,200 - $60,300 to be considered a Senior Associate you must have an active SIE and Series 6 license.

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.

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