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 concerns and questions regarding benefit programs and procedures.

• Quickly resolve issues related to retirement benefit payments in a dynamic service center environment.

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

• Elevate issues to supervisors or managers when deemed necessary.

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

• Accurately document cases and inquiries in Salesforce.

• Encourage online reviews when suitable.

• Generate Salesforce tickets for requests such as check copies, 1099-R forms, and fund stop/reissue actions.

• Aid in filing, record keeping, and document imaging tasks.

• Cultivate an understanding of company operations and client requirements.

• Engage in scheduled and ad hoc training sessions.

• Offer backup support for participants and account holders.

• Carry out other assigned duties.

⛳️ Requirements

• Must be at least 18 years old.

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

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

• Excellent verbal and written communication abilities.

• Comfortable managing billing and account-related information.

• Strong attention to detail is essential.

• Capability to navigate multiple computer systems effectively.

• Professional and empathetic demeanor when addressing customer concerns.

• Consistent attendance and punctuality are required.

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

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

• Commitment to maintaining confidentiality.

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

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

• Verified secure, reliable, and dedicated high-speed internet connection required.

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

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

🏝️ Benefits

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

• Shift differential of $1/hour for evening and weekend hours.

• Remote work flexibility.

• Full-time position with a schedule of 40 hours per week.

• Company-sponsored training and practical learning opportunities.