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.

• Offer precise responses to fundamental inquiries and resolve issues concerning benefit programs and their procedures.

• Address inquiries regarding retirement benefit payments in a dynamic service center environment.

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

• Elevate client or customer concerns to supervisors or managers when necessary.

• Utilize Amplify, Microsoft Word, Excel, and Salesforce for managing inquiries and transactions.

• Accurately document all cases in Salesforce case management.

• Encourage online reviews when appropriate.

• Generate Salesforce tickets for requests related to check copies, 1099-R forms, stop/reissue of funds, and other related matters.

• Assist with filing, record maintenance, and document imaging tasks.

• Cultivate an understanding of company operations and client requirements.

• Engage in scheduled and ad hoc training sessions.

• Provide backup support for participants and account holders.

• Identify process inefficiencies and propose enhancements.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Must be at least 18 years old.

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

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

• Excellent verbal and written communication skills are essential.

• Comfortable handling billing and account-related information.

• Strong attention to detail is required.

• Ability to navigate various computer systems effectively.

• A professional and empathetic approach to addressing customer concerns is necessary.

• Consistent attendance and punctuality are crucial.

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

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

• Ability to maintain confidentiality at all times.

• Strong active listening, problem-solving, organizational, and teamwork skills are required.

• Basic understanding of laws and regulations related to employee benefits, particularly those concerning benefit distributions.

• Proficiency in Salesforce or another CRM, along with Microsoft Office applications such as Excel, Word, and Outlook.

• Availability to work Monday through Friday from 8:00 a.m. to 8:00 p.m. EST.

• Must have verified secure, reliable, dedicated high-speed internet and an established dedicated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.

• Candidates must reside in one of the following states: AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY.

🏝️ Benefits

• Comprehensive classroom and hands-on training provided.

• Paid training, generally lasting 1 week from 9:00 a.m. to 6:00 p.m. EST.

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

• Full-time commitment of 40 hours per week.

• Opportunity for remote work.

• A dedicated work area and confirmed secure, reliable, dedicated high-speed internet are required; equipment/setup specifications provided.