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.

• Professionally manage incoming participant calls, emails, and voicemails, providing accurate responses to general 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 environment.

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

• When necessary, escalate client or customer issues to supervisors or managers.

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

• Accurately document all cases in Salesforce case management.

• Encourage online reviews when suitable.

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

• Provide assistance with filing, record maintenance, and document imaging.

• Cultivate an understanding of company operations and client needs.

• Engage in scheduled and ad hoc training sessions.

• Offer backup support for participants and account holders.

• Execute other assigned duties.

⛳️ Requirements

• Must be at least 18 years old.

• Background check required in line with state and federal regulations.

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

• Excellent verbal and written communication skills.

• Comfortable handling billing and account information.

• Strong attention to detail.

• Ability to navigate multiple computer systems effectively.

• Professional and empathetic demeanor when addressing customer concerns.

• Reliable attendance and punctuality are essential.

• Capability to work independently as well as collaboratively in a team.

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

• Commitment to maintaining confidentiality.

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

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

• Verified access to secure, reliable, high-speed internet service.

• An established dedicated workspace equipped with a desk, chair, electrical outlet, and direct LAN connection.

• Must reside in one of the following states: Alabama, Florida, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, or Wyoming.

🏝️ Benefits

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

• Shift differential of an additional $1/hour for night and weekend shifts.

• Opportunity for remote work.

• Full-time schedule of 40 hours per week.

• Dedicated workspace and secure, reliable high-speed internet are required and provided as part of the work setup.