<p>Description</p> <ul> <li>Analyzing and processing PROFIT Plan distributions and withdrawals, </li><li>Being a Subject Matter Expert (SME) for the Retirement business area, </li><li>Processing beneficiary claims for PROFIT Plan distributions, </li><li>Providing premier customer service to lobby visitors who are contemplating retirement and/or needing assistance and guidance about available distributions or withdrawals under the PROFIT Plan, </li><li>Providing assistance to internal and external callers and as a backup to the Customer Service Agents during peak call volumes, and </li><li>Participating in continuous improvement efforts and other department projects as assigned </li></ul> <p>Additional Information</p> <p>Please be sure to monitor your email, including your spam folder, daily for communications you may receive during the recruiting and selection process for this position. Please do not use your Publix email address when applying.</p> <p>Once your application has been successfully submitted you will receive a confirmation email.</p> <p>For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence</p> <p>Required Qualifications</p> <ul> <li>High School Diploma or equivalent experience </li><li>2 years customer service experience </li><li>Knowledge of Microsoft Excel, Word and Access </li><li>Knowledge of Continuous Quality Improvement (CQI) methodology </li><li>Ability to be customer service-focused and maintain a positive attitude </li><li>Strong verbal and written communication skills, including interpersonal skills </li><li>Analytical skills with attention to detail </li><li>Ability to multi-task </li><li>Empathetic listening skills </li><li>Professional telephone etiquette </li><li>Ability to handle conflict </li><li>Strong organizational and time management skills </li><li>Teamwork skills </li><li>Sound decision making skills </li><li>Problem mitigation/resolution skills </li><li>Ability to work independently and take initiative to complete tasks </li><li>Ability to respond to associates with high degree of discretion and demonstrate a high level of maturity and tact </li><li>Technical skills </li><li>Willingness to be flexible. </li></ul> <p>Preferred Qualifications</p> <ul> <li>Associate's Degree in Business </li><li>Knowledge of the SAP-based HR/Benefits/Payroll System, Stock Management System, READ, Retirement System </li><li>2 years retirement related experience and 2 years of claims processing experience, or 4 years customer service experience in retirement related field </li><li>Knowledge of the Publix retirement and stock plans, including but not limited to, ensuring administrative policies and procedures are followed and processes are completed timely in compliance with plan documents, and regulations issued by the US Department of Labor (DOL) for the Employee Retirement Income Security Act (ERISA), the US Internal Revenue Service (IRS) and Securities and Exchange Commission (SEC) </li><li>Knowledge of Publix culture, history and philosophy </li><li>Knowledge and understanding of Publix and department procedures </li><li>Knowledge of external and internal department processes </li><li>Knowledge of Publix organizational structure </li></ul>