Retirement Services Associate

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Assist participants of retirement plans with inquiries related to distributions and accounts.

• Manage incoming calls, emails, and voicemails from participants.

• Deliver accurate responses to fundamental inquiries.

• Address client issues and questions regarding benefit programs and procedures.

• Handle retirement benefit payment concerns in a dynamic service center environment.

• Facilitate web-based training sessions for clients as required.

• Escalate client or customer matters to supervisors or managers when necessary.

• Utilize the Amplify website, Microsoft Word, Excel, Salesforce, and various applications to handle inquiries and transactions.

• Record all cases accurately and comprehensively in Salesforce case management.

• Encourage online reviews when suitable.

• Create Salesforce tickets for check copies, 1099-Rs, stop/reissue of funds, and other related requests.

• Support filing, record maintenance, and document imaging tasks.

• Acquire knowledge of company operations and client needs.

• Engage in scheduled and ad hoc training sessions.

• Provide backup assistance for participants and account holders.

• Execute additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years old.

• A background check is mandatory in accordance with state and federal regulations.

• Preferred: 1 year of prior customer service, call center, or office experience.

• Strong verbal and written communication abilities.

• Comfortable dealing with billing and account information.

• Exceptional attention to detail.

• Capable of navigating multiple computer systems.

• Maintain a professional and empathetic demeanor when addressing customer concerns.

• Dependable attendance and punctuality are required.

• Ability to work independently as well as collaboratively within a team.

• Must be willing to cross-train on other accounts.

• Ability to uphold confidentiality.

• Strong active listening, problem-solving, organizational, and teamwork skills.

• Basic understanding of laws and regulations related to employee benefits, especially concerning benefit distribution issues.

• Proficient in Salesforce or another CRM, Microsoft Excel, Word, and Outlook.

• Verified secure, reliable, dedicated high-speed internet service is essential.

• Established dedicated workspace including a desk, chair, electrical outlet, and direct LAN connection.

• Availability from 8:00 a.m. to 8:00 p.m. EST, Monday through Friday.

• Full-time commitment of 40 hours per week is required.

🏝️ Benefits

• Classroom and practical training opportunities.

• Paid training (typically 1 week from 9:00 a.m. to 6:00 p.m. EST).

• Shift differential (additional $1/hour for nights and weekends).

• Option for remote work.

• Specified equipment/workspace requirements, including a dedicated work area and direct LAN connection.