Retirement Services Associate

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

📋 Description

• Assist retirement plan participants with inquiries related to distributions and account management.

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

• Deliver precise responses to fundamental inquiries.

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

• Quickly respond to inquiries about retirement benefit payments in a dynamic service center setting.

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

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

• Utilize Amplify, Microsoft Word, Microsoft Excel, Salesforce, and other software applications to handle inquiries and transactions.

• Accurately document all cases in Salesforce case management.

• Encourage online reviews when applicable.

• Generate Salesforce tickets for check copies, 1099-Rs, fund stop/reissues, and similar requests.

• Aid with filing, record maintenance, and document imaging.

• Cultivate a comprehensive understanding of company operations and client requirements.

• Engage in scheduled and on-demand training sessions.

• Provide backup assistance for participants and account holders.

• Carry out additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years old.

• A background check is required in compliance with state and federal regulations.

• Preferably 1 year of prior experience in customer service, call center, or office settings.

• Excellent verbal and written communication abilities.

• Comfortable handling billing and account information.

• Strong attention to detail is essential.

• Capability to navigate multiple computer systems.

• Professional and empathetic demeanor when addressing customer concerns.

• Consistent attendance and punctuality are critical.

• Ability to work autonomously and collaboratively within a team.

• Must be open to cross-training on other accounts.

• Confidentiality must be maintained at all times.

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

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

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

• Availability required from 7:00 AM to 7:00 PM CST, Monday through Friday.

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

🏝️ Benefits

• Paid training, typically lasting 1 week from 8:00 AM to 5:00 PM CST.

• Shift differential of $1 per hour for evening and weekend shifts.

• Opportunity for remote work arrangement.

• Equipment requirements/support include verified secure, reliable, dedicated high-speed internet service and an established dedicated work area.