**Responsibilities:** + Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements. + Interprets rules and regulations by applying IRA and IRS knowledge. + Assist with various incoming requests for information, through multiple platforms. + Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary. + Carry out standard customer service activities and handle customer inquiries. + Conduct data entry and transaction processing into multiple company platforms, review and verify the information to ensure accuracy and accessibility. + Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions. + Maintain files and records. + Organize work schedule, each day that a lines with changing priorities of the department. + Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. + Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. **Knowledge of:** + IRA's and Retirement plans including various legal documents **Skills:** + Organizational and time management to prioritize workload, handle multiple tasks, and meet deadlines. + Problem solving and critical thinking skills sufficient to assess client issues and accurately provide resolutions. + Operating call center software applications. + Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. + Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages. + Develop appropriate plans or perform necessary actions based on recommendations and requirements. + Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision. + Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision. + Plan, organize, prioritize and oversee activities to efficiently meet business objectives. + Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. + Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision. + Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. + Applies an understanding of the business environment and objectives to develop solutions under supervision. + Meet high customer service standards. + Understand and effectively operate all customer management systems. + Perform data analysis for use in reports to help guide decision making. + Select, deploy and get the best results from the most appropriate office system.