Mutual of America Financial Group

Job Title: Associate Operations Specialist

Location: Phoenix, AZ (Hybrid)

Who We Are:

At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility. Since 1945, we have specialized in providing small and mid-sized not-for-profit organizations and companies with pension and retirement-related services, along with leading customer support. We work diligently to understand the needs of plan sponsors. We provide them with competitively priced solutions so they can help their employees achieve their financial savings goals.

We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.

Role Summary:

This team will provide service support to Client Relationship Managers (CRMs) and all plan sponsor clients. The primary responsibility is to provide support by fulfilling participant-level transactions/requests initiated by participant calls. Representatives will be knowledgeable and able to assist with requests received via phone by the Participant Services Department (which is Contact Center operations, including our 800 Line). The Participant Services Department will forward to this team requests from participants requiring follow-up via a Salesforce workflow, such as requests for written correspondence, reprinted statements, and research. This will allow for potential lower talk times and ultimately reduced call wait times for the Contact Center. In addition, staff from this team would provide support to Withdrawal Processing and Beneficiary Claims as needed (such as if there is a back-log or urgent cases needed prioritization within those two claims processing areas).

Responsibilities:

• The team will serve as support for the requests initiated by participant calls and inquiries
• Day-to-day responsibilities include processing participant level transactions/requests such as:
  • Document reprints
  • Assistance with account and transaction reviews
  • Processing limited financial and non-financial transactions related to participant inquiries
  • Responding to participant requests for information
• Provide support for Withdrawal Processing and Beneficiary Claims
• Maintaining associated Salesforce records and initiating Salesforce cases for the specific tasks to the appropriate department(s)
• Act as liaison to the Participant Service Department for requests that may require a call back for more specific or complex requests and/or fulfillment of electronic or mail correspondence

Required Qualifications:

• Excellent business writing, presentation, and phone skills
• Ability to handle pressure, prioritize, and multitask during a business day
• Ability to work flexible hours
• Valid driver’s license
• Active FINRA SIE and Series 6, or must be obtained within the first 180 days of employment

Preferred Qualifications:

• Former experience processing claims or working in banking/financial service processing departments
• Former transactional experience, particularly in client/individual services

What we offer you:

• Competitive base salary
• Annual Bonus
• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
• 401(k) Match: You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions. A non-elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
• Parental Leave: 8 weeks fully paid
• Paid time off: 20 days plus two floating personal holidays

Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica

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. #LI-JB1