Retirement Services Associate

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Assist retirement plan participants with their questions regarding distributions and account matters.

• Manage incoming calls, emails, and voicemails from participants, providing precise responses to basic inquiries.

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

• Handle retirement benefit payment inquiries in a dynamic service center setting.

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

• Refer client or customer issues to supervisors or managers when necessary.

• Utilize Amplify, Word, Excel, Salesforce, and additional 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-R forms, fund stops/reissues, and similar requests.

• Aid in filing, record upkeep, 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/account holders.

• Execute other assigned duties.

⛳️ Requirements

• Must be at least 18 years of age.

• 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 details.

• Strong attention to detail.

• Ability to navigate various computer systems.

• Professional and compassionate approach to customer issues.

• Reliable attendance and punctuality are essential.

• Capable of working independently as well as part of a team.

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

• Ability to maintain confidentiality.

• Basic knowledge of laws and regulations regarding employee benefits, especially concerning benefit distribution.

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

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

• Availability needed from 7:00am–7:00pm CST, Monday–Friday.

• Full-time position, requiring 40 hours per week.

🏝️ Benefits

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

• Paid training (typically 1 week from 8:00am-5pm CST).

• Verified internet service and dedicated work area/equipment requirements provided for remote work.