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 accounts

• Manage incoming participant communications via calls, emails, and voicemails

• Deliver precise responses to fundamental inquiries

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

• Quickly respond to 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, and Salesforce to handle inquiries and transactions

• Accurately and comprehensively document all cases in Salesforce case management

• Encourage online reviews when suitable

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

• Aid in filing, record management, and document imaging

• Cultivate an understanding of company operations and client requirements

• Engage in scheduled and on-demand training sessions

• Offer backup support for participants and account holders

• Execute additional duties as assigned

⛳️ Requirements

• Must be at least 18 years old

• A background check in accordance with state and federal laws is mandatory

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

• Excellent verbal and written communication abilities

• Comfortable handling billing and account-related information

• Strong attention to detail

• Proficient in navigating multiple computer systems

• Maintain a professional and empathetic demeanor when addressing customer concerns

• Dependable attendance and punctuality are essential

• Capability to work independently as well as collaboratively within a team

• Willingness to cross-train on other accounts

• Must have verified secure, reliable, dedicated high-speed internet access

• Must have a designated workspace equipped with a desk, chair, electrical outlet, and direct LAN connection

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

• Proficient in Salesforce (or similar CRM), Microsoft Office (Excel, Word, Outlook)

• Availability from 6:00 AM to 6:00 PM MST, Monday to Friday

🏝️ Benefits

• Shift differential (additional $1/hour for nights and weekends)

• Paid training (typically one week from 7:00 AM to 4:00 PM MST)

• Opportunity for remote work

• Full-time position, requiring 40 hours per week