job description
Join RR Donnelley Philippines Inc. as a Customer Service Associate specializing in US Retirement Plans and work remotely from the stunning locations of Bali, Indonesia. This is a unique opportunity to combine a rewarding career with an exceptional lifestyle in one of the world’s most sought-after destinations.
In this role, you will serve as the primary point of contact for internal and external customers, providing exceptional service, professionalism, and efficient support related to US retirement accounts. Your expertise will help clients navigate their retirement plans with confidence, ensuring a seamless and positive experience.
We are looking for detail-oriented, empathetic, and solution-driven individuals who thrive in a fast-paced, customer-centric environment. If you have experience in US retirement services, call centers, or financial customer support, and are passionate about delivering world-class service, we want to hear from you!
Enjoy the flexibility of remote work while being part of a global team committed to excellence. Bali’s vibrant culture, tropical climate, and digital nomad-friendly infrastructure make it the perfect backdrop for your next career chapter.
Responsibility
- Provide high-quality customer service to clients inquiring about US retirement plans, including 401(k), IRA, and pension accounts.
- Respond to customer inquiries via phone, email, and chat with professionalism, accuracy, and empathy.
- Assist customers with account setup, contributions, withdrawals, and rollovers while ensuring compliance with US retirement regulations.
- Troubleshoot and resolve customer issues efficiently, escalating complex cases to the appropriate teams when necessary.
- Maintain detailed and accurate records of all customer interactions in the CRM system.
- Collaborate with cross-functional teams to improve service processes and customer satisfaction.
- Stay updated on US retirement plan policies, tax implications, and industry best practices.
- Meet and exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
Qualifications
- Minimum 2+ years of experience in customer service, preferably in US retirement plans, financial services, or call centers.
- Strong written and verbal communication skills in English with a neutral American accent (preferred).
- Familiarity with US retirement accounts (401(k), IRA, pensions) and basic financial terminology.
- Proven ability to handle high-volume inquiries while maintaining composure and professionalism.
- Excellent problem-solving and multitasking skills with a customer-first mindset.
- Proficiency in CRM software, Microsoft Office, and call center tools.
- Reliable high-speed internet connection and a quiet workspace for remote work.
- Willingness to work in US business hours (flexible shifts may be required).