R&IS Department Customer Advocate

Pay Rate: $20 per hour

Location: Warwick, RIClass Start Date – November 23, 2026

Responsibilities: Support customers calling with questions related to defined benefit annuities or pensions. Provide clear explanations of policy details, payments, and account account maintenance requests such as direct deposit and address changes, beneficiary and death throughout the claims process. Explain complex financial information in a way that customers can easily understand. Maintain a high degree of accuracy and attention to detail. Multitask across multiple systems during live customer interactions. Use AI enhancements to complete job tasks. Handle sensitive financial information with professionalism and confidentiality. Demonstrate strong reliability through consistent attendance and adherence to schedules.

Requirements: High school diploma or equivalent (Associate's or bachelor's preferred).Minimum 2 years of customer service or call center experience (financial services strongly preferred).Minimum 1 year of experience with Windows-based operating systems (Microsoft Office Suite, etc.).Training: Training will be conducted on-site at our Warwick, RI office. Consists of a five-week instructor-led training program followed by a two-week nesting period. Reliable attendance throughout the training period is successful completion of quality certification/assessment, the position will be trainees who will start work from their home office. An agent must work in Warwick office at least one day per month. Agents experiencing system issues at home office will be required to travel to Warwick office until system issues/outage is corrected.

Preferred Skills: Ability to clearly explain complex financial multitasking across multiple systems during live customer interactions. Ability to use AI enhancements to complete job tasks. Handle sensitive financial information with professionalism and confidentiality. Demonstrate strong reliability through consistent attendance and adherence to schedules.

Schedules/Availability: Candidates must be available to work within our hours of operation, Monday through Friday, between 8:00 a.m. and 9:00 p.m. Schedules may vary and are subject to change based on business needs; therefore, flexibility in shift assignments is required. Schedules after training are determined using a ranking system based on performance in training. Trainees will bid on offered schedules. Schedules are created and offered to meet our customers' needs.