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 participant communications via calls, emails, and voicemails

• Deliver precise responses to fundamental inquiries

• Address issues and questions concerning benefit programs and procedures

• Tackle retirement benefit payment concerns in a dynamic service center

• Facilitate web-based training sessions for clients as required

• Refer 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 suitable

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

• Aid in filing, record maintenance, and document imaging

• Cultivate an understanding of company operations and client requirements

• Engage in scheduled and unscheduled training sessions

• Provide backup support for participants and account holders

• Execute additional duties as assigned

⛳️ Requirements

• Must be at least 18 years old

• Background check required in accordance with state and federal regulations

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

• Excellent verbal and written communication skills

• Comfortable handling billing and account information

• Strong attention to detail

• Ability to navigate multiple computer systems

• Professional and empathetic response to customer concerns

• Consistent attendance and punctuality

• Capability to work independently as well as part of a team

• Willingness to cross-train on other accounts

• Ability to uphold confidentiality

• Strong active listening, problem-solving, organizational, and collaborative skills

• Basic understanding of laws and regulations related to employee benefits, particularly benefit distribution matters

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

• Verified secure, reliable, dedicated high-speed internet service

• Designated work area with desk, chair, electrical outlet, and direct LAN connection

🏝️ Benefits

• Paid training, typically lasting 1 week from 9:00am–6:00pm EST

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

• Remote work arrangement available for eligible states

• Equipment/infrastructure support requirements specified, including designated work area and LAN connection