Customer Care Representative

Ohio's CollegeAdvantage program provides families across the nation flexible options and educational resources to invest in our trusted tax-advantaged 529 plans for education expenses after high school.

Provides assistance and information to callers on CollegeAdvantage Customer Information Hotline regarding Ohio's 529 college savings program: utilizes specialized knowledge of CollegeAdvantage, 529 industry, investments and mutual funds in order to effectively communicate information and financial concepts in responding to inquiries and questions, including providing information related to investment options, contributions, exchanges, rollovers, withdrawals, refunds and transfers; assists customers with understanding of program rules and regulations, as well as fee structures and tax implications; accesses customer accounts and provides account information, resolves routine issues and/or complaints; provides assistance in navigating web site; promotes Ohio Tuition Trust Authority services and marketing initiatives. Provides high quality assistance to ensure positive client relations. Fulfills requests for informational materials. May address customer issues through written and electronic correspondence.

Provides outbound calls to prospective and current CollegeAdvantage customers offering assistance and providing follow-up regarding establishment and on-going maintenance of accounts, (i.e. incomplete account applications, new established accounts, first-time withdrawals, roll-overs, etc.). Performs customer service processing functions: enters, maintains, updates and corrects customer account information.

There are two vacancies currently available.

What’s in it for you:

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

Medical Coverage

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Ohio Tuition Trust Authority is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. To request a reasonable accommodation due to a disability please contact Tiffany James at tjames@collegeadvantage.com

Qualifications - External

Minimum Qualifications:

• High School Diploma or GED
• Data entry experience
• Two years customer service in an inbound call center environment

Preferred Qualifications:

• Completion of Associate or Bachelor's Degree
• Familiarity with financial products (banking/investments)
• Experience with ACD phone systems

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Major Worker Characteristics (For External & Internal)

• Ability to understand and communicate financial information and concepts
• Excellent interpersonal, verbal and written communications skills
• Outstanding problem solving skills
• Excellent time management skills and the ability to multi-task

Supplemental Information (For External & Internal)

Position entails answering incoming calls 6-7 hours per day. Scheduled hours may vary between 8:00 am and 6:00 pm, primary hours will be 9:30 am - 6:00 pm. Position is currently a hybrid status, primary working from home. Required to come into the office no more than 3 times a month. Hybrid status is not a guarantee and can be subject to change.

Background Check Information

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration. A comparative analysis and drug test may be a requirement of the hiring process.
Please do not include your Social Security Number (SSN) with your online application and/or documentation. If attaching a document that contains your SSN, please redact (black out) SSN before attaching it to your application.
The State of Ohio is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, sexual orientation, genetic information, religion, age, disability or military status in employment or the provision of services.
When contacted for an interview, an applicant who requires special accommodations due to a disability should notify the office at that time so proper arrangements can be made for the interview.