What are the responsibilities and job description for the CSP Customer Service Representative position at Union Bank & Trust?
Essential Functions
Sedentary work, occasional lifting and/or carrying up to 20 pounds.
Indoor work not exposed to outdoor elements or hazards.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
- Provide phone assistance to investors’ and Financial Advisors’ inquiries. Be able to discuss investment options, market performance, account information, and 529 tax and estate planning rules and regulations as outlined by IRS and State law.
- Process transactions from callers accurately and in a timely manner, including contributions, withdrawals, and investment changes, while following Federal and State laws pertaining to 529 Plans, including tax benefits and penalties.
- Accurately and clearly convey Federal and State tax laws pertaining to all seven of our 529 Plans regarding possible tax deductions and credits, tax penalties for non-qualified withdrawals, Federal exceptions, gift tax and accelerated gifting, and rollovers into Roth IRAs.
- Assist with every facet of 529 College Savings account information, verification, proper tax coding, account processes, account creation and changes, rollovers, and mailings.
- Navigate callers through their online access and assist in troubleshooting website difficulties.
- Utilize an array of different resources and tools to research and gather information to resolve client issues and answer more complex inquiries.
- Follow up with advisors and investors regarding incomplete account paperwork, information, and requests.
- Acquire knowledge of PowerAgent Operator and Worx, Director, eStreamOne, Plaid, and Microsoft products such as OneNote, Word, Sharepoint, and Outlook.
- Participate in ongoing product knowledge and customer service training to enhance skills, stay current on 529 updates and processing procedures, and provide the best possible service to our investors.
- Understand, identify, and evaluate potential risks to client accounts and take necessary steps to ensure the account is protected against fraud, theft, and security breaches.
- Prioritize and manage daily tasks, workflows, and projects to ensure regular progress and timely completion, and regularly report progress and status to leadership.
- Understand and adhere to all bank policies, laws, and regulations applicable to their role. Complete compliance training and follow internal processes and controls as required.
- Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
- Regular and reliable attendance is an essential function of this position.
- Perform other job-related duties or special projects as assigned.
- High School Diploma or GED required; college coursework completed or currently in progress preferred.
- Minimum of 2 years of Customer Service or Call Center experience strongly preferred.
- Spanish fluency required.
- Working knowledge of investments and/or 529 Plan rules and regulations, or prior banking experience preferred.
- Proficient in Microsoft Word, Excel, Outlook, and in working with other financial software.
- Accurate and detailed
- Effective communicator both verbal and written- promotes Union Bank’s customer service philosophy
- Positive and people focused
- Organized and time efficient
- Self-directed and takes initiative
- Deadline driven
- Critical thinking
Sedentary work, occasional lifting and/or carrying up to 20 pounds.
Indoor work not exposed to outdoor elements or hazards.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.