Customer Service Associate

Title: Customer Service Associate

State Role Title: Customer Service Associate

Hiring Range: Up to $55,000 (Salary is commensurate with experience)

Pay Band: UG

Agency: Commonwealth Savers Plan

Location: ARBORETUM NORTH CHESTERFIELD

Agency Website: www.commonwealthsavers.com

Recruitment Type: General Public - G

Commonwealth Savers, formerly Virginia529, is an independent state agency that offers savings and investment programs to meet future financial goals, while providing meaningful work to our diverse and collaborative team. Our name change to Commonwealth Savers, reflects our expanded mission to empower individuals on their entire financial journey through education, disability, and retirement savings programs. Commonwealth Savers manages the largest 529 and independent ABLE plans in the nation, helping people save for higher education and disability related expenses, and now manages the state’s private retirement program, RetirePathVA, bringing retirement savings to those who do not have employer-provided options. If you want to make a difference with us, visit our Careers page to learn more about our culture, values, and rewarding career opportunities.

Our growing Customer Contact Center is seeking a Customer Service Associate to work directly with our current and prospective customers. Following completion of the onsite training program, the Customer Service Associate will work Monday-Friday, 9:00 am-6:00 pm. (Hybrid Schedule: two days on-site). During high-volume times of the year, extended hours may be required to accommodate the needs of the agency.

In this position, you will:

• Help our customers and prospective customers navigate the college and disability savings processes via phone, email and chat
• Assist with online access, applications and account set up, payments, and distributions of funds
• Help families access their savings to pay qualified higher education expenses including calculating payout estimates for Prepaid529 contracts
• Process account updates at the request of customers

Successful candidates will have:

• Three years’ experience in an office setting providing customer service; an equivalent combination of education and experience may be considered
• Contact center experience in a finance field is a plus
• Bilingual with fluency in English and Spanish is a plus
• Patience, friendliness, and a desire to help people realize their financial dreams
• Excellent customer service and relationship building skills
• Ability to understand, retain, and accurately communicate complex financial products and program descriptions
• Proficiency using Microsoft Office software

Work Environment:

This position will work on-site in our North Chesterfield, VA office five days a week until fully onboarded and then may transition to a hybrid schedule, with a few days per week on-site. This role spends considerable time in a sitting, stationary position. Essential functions of this job include operating a computer and phone, typing and constantly communicating with customers on the phone and in writing.

Benefits:

• Generous healthcare benefits with multiple plans to choose from
• Defined benefit and contribution retirement plans with cash match
• 12+ holidays
• PTO – new employees earn 25 days/full year
• Tuition reimbursement
• Agency-paid continuing education
• 529 match program
• Relaxed work environment

Special Instructions:

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

It is the practice of Commonwealth Savers to conduct in-depth background checks on all candidates identified as a finalist for employment consideration. The type of background checks performed are dependent upon the type of position for which you have been identified as a finalist and may include: reference checks, criminal history including sexual offender registry checks, and degree validation. The results of background checks are made available to Commonwealth Savers employing officials. You will be requested to sign a reference release form, so your past schools and/or employers may be contacted concerning your academic or employment history.

Contact Information:

Name: Alicia Diggs

Email: HR@commonwealthsavers.com

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.