Retirement Services Associate

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

📋 Description

• Manage incoming participant calls, emails, and voicemails, delivering precise responses to basic inquiries.

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

• Handle inquiries related to retirement benefit payments in a dynamic service center environment.

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

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

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

• Accurately document all cases in Salesforce case management system.

• Encourage online reviews when suitable.

• Generate Salesforce tickets for check copies, 1099-R requests, stop/reissue of funds, and similar inquiries.

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

• Cultivate a comprehensive understanding of company operations and client requirements.

• Engage in scheduled and on-demand training sessions.

• Provide support for participants or account holders as needed.

• Execute additional tasks as assigned.

⛳️ Requirements

• Must be at least 18 years old.

• A background check is required in compliance with state and federal regulations.

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

• Excellent verbal and written communication skills are necessary.

• Comfortable dealing with billing and account information.

• Strong attention to detail is essential.

• Capability to navigate multiple computer systems.

• Maintain a professional and empathetic approach to customer issues.

• Reliable attendance and punctuality are expected.

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

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

• Candidates must reside in one of the specified states: Alabama, Florida, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, or Wyoming.

• Proficiency in Salesforce or another CRM alongside Microsoft Office, including Excel, Word, and Outlook.

• Basic understanding of laws and regulations relating to employee benefits, especially concerning benefit distribution matters.

• Must have secure, reliable, high-speed internet service and a dedicated workspace equipped with a desk, chair, electrical outlet, and direct LAN connection.

🏝️ Benefits

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

• Shift differential of $1/hour for night and weekend shifts.

• Opportunity for remote work.

• Equipment requirements supported by a dedicated workspace and secure, reliable, high-speed internet connection.