Retirement Services Associate

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

📋 Description

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

• Provide precise responses to general inquiries.

• Address client issues, concerns, and questions related to benefit programs and procedures.

• Handle inquiries regarding retirement benefit payments in a dynamic service center.

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

• Refer client or customer issues to supervisors or managers when necessary.

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

• Accurately and thoroughly document cases in Salesforce case management.

• Encourage online reviews when appropriate.

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

• Assist with filing, maintaining records, and document imaging.

• Cultivate an understanding of company operations and client requirements.

• Participate in scheduled and on-the-fly training sessions.

• Provide backup support for participants/account holders.

• Perform additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years old.

• Background check is mandatory in compliance with state and federal regulations.

• A minimum of 1 year of prior customer service, call center, or office experience is preferred.

• Excellent verbal and written communication abilities.

• Comfortable handling billing and account information.

• Strong attention to detail.

• Capability to navigate multiple computer systems.

• Professional and empathetic demeanor when addressing customer concerns.

• Consistent attendance and punctuality are essential.

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

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

• Ability to maintain confidentiality is required.

• Basic knowledge of laws and regulations regarding employee benefits, especially benefit distribution issues.

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

• Availability from 7:00 am to 7:00 pm CST, Monday through Friday.

• Must possess verified secure, reliable, dedicated high-speed internet and have an established dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection.

🏝️ Benefits

• Shift differential: an additional $1/hr for nights and weekends.

• Paid training, usually lasting 1 week from 8:00 am to 5:00 pm CST.

• Full-time position, 40 hours per week.

• Opportunity for remote work.

• Equipment/workspace requirements specified; verified secure, reliable dedicated high-speed internet and a dedicated work area.