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 client issues, concerns, and questions regarding benefit programs and their procedures.

• Quickly respond to inquiries regarding retirement benefit payment issues in a fast-paced service environment.

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

• Escalate concerns to supervisors or managers when needed.

• Utilize the Amplify website, along with Word, Excel, Salesforce, and other applications to handle inquiries and transactions.

• Accurately and thoroughly document all cases in Salesforce case management.

• Encourage online reviews where appropriate.

• Create Salesforce tickets for requests such as check copies, 1099-Rs, and the stop/reissue of funds.

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

• Gain an understanding of company operations and client needs.

• Participate in both scheduled and ad hoc training sessions.

• Provide backup support for participants and account holders.

• Carry out other duties as assigned.

⛳️ Requirements

• Must be at least 18 years old.

• Background check required in compliance with state and federal regulations.

• Preferably 1 year of prior experience in customer service, call center, or office settings.

• Excellent verbal and written communication skills.

• Comfortable working with billing and account-related information.

• Strong attention to detail.

• Ability to navigate through multiple computer systems.

• A professional and empathetic demeanor when addressing customer concerns.

• Dependable attendance and punctuality.

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

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

• Must maintain confidentiality at all times.

• Basic understanding of laws and regulations pertaining to employee benefits, particularly regarding benefit distribution issues.

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

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

• Availability from 8:00 AM to 8:00 PM EST, Monday through Friday.

🏝️ Benefits

• Paid training, typically lasting 1 week from 9:00 AM to 6:00 PM EST.

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

• Opportunity for remote work.

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