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 while delivering precise responses to basic inquiries.

• Address client concerns, issues, and questions 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 required.

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

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

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

• Encourage online reviews when appropriate.

• Generate Salesforce tickets for check copies, 1099-Rs, fund stops/reissues, and other related requests.

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

• Acquire knowledge of company operations and client requirements.

• Engage in scheduled and ad hoc training sessions.

• Provide backup support for participants and account holders.

• Carry out additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years old.

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

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

• Excellent verbal and written communication abilities.

• Comfortable handling billing and account information.

• Strong attention to detail is essential.

• Capability to navigate multiple computer systems effectively.

• Professional and compassionate approach to customer concerns.

• Dependable attendance and punctuality are required.

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

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

• Confidentiality must be maintained at all times.

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

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

• Verified secure, reliable, dedicated high-speed internet service is required.

• Designated work area with a desk, chair, electrical outlet, and direct LAN connection is necessary.

• Availability from 8:00 am to 8:00 pm EST, Monday through Friday.

🏝️ Benefits

• Combination of classroom and practical training.

• Paid training, generally lasting 1 week from 9:00 am–6:00 pm EST.

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

• Full-time work schedule of 40 hours per week.