Retirement Services Associate

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

📋 Description

• Manage incoming calls, emails, and voicemails from participants, delivering precise responses to fundamental inquiries.

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

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

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

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

• Utilize the Amplify website, Word, Excel, and Salesforce to oversee inquiries and transactions.

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

• Encourage online reviews when appropriate.

• Generate Salesforce tickets for check copies, 1099-Rs, stop/reissue of funds, and related requests.

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

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

• Engage in scheduled and ad hoc training sessions.

• Offer backup support for participants and account holders.

• Execute additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years of age.

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

• One year of prior experience in customer service, call centers, or office settings is preferred.

• Excellent verbal and written communication skills.

• Comfortable handling billing and account information.

• Strong attention to detail is essential.

• Ability to navigate various computer systems effectively.

• Professional and empathetic demeanor when addressing customer concerns.

• Consistent attendance and punctuality are required.

• Ability to work independently as well as part of a team.

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

• Commitment to maintaining confidentiality.

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

• Proficiency in Salesforce or another CRM, along with Microsoft Office (Excel, Word, Outlook).

• Availability from 6:00 am to 6:00 pm MST, Monday to Friday.

• Must reside in 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.

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

🏝️ Benefits

• Combination of classroom and practical training.

• Paid training, typically lasting one week from 7:00 am to 4:00 pm MST.

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

• Full-time schedule of 40 hours per week.

• Employer-provided equipment and support, including the necessary verified internet service and a dedicated work area setup.

• Remote work opportunity.