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 accounts.

• Professionally manage inbound calls, emails, and voicemails from participants, providing accurate responses to basic questions.

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

• Quickly respond to inquiries about retirement benefit payments in a busy service center environment.

• Conduct online training sessions for clients as required.

• When necessary, escalate client or customer issues to supervisors or managers.

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

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

• Encourage online reviews when appropriate.

• Generate Salesforce tickets for requests such as check copies, 1099-Rs, and the stopping or reissuing of funds.

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

• Cultivate an understanding 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 is required in accordance with state and federal regulations.

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

• Excellent verbal and written communication skills.

• Comfortable handling billing and account information.

• Strong attention to detail is essential.

• Ability to navigate multiple computer systems effectively.

• Maintain a professional and empathetic demeanor when addressing customer concerns.

• Dependable attendance and punctuality are required.

• Ability to work both independently and collaboratively within a team.

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

• Maintain confidentiality at all times.

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

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

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

• Availability is required from 7:00am–7:00pm CST, Monday through Friday.

• Full-time commitment of 40 hours per week is necessary.

🏝️ Benefits

• Paid training, typically conducted over 1 week from 8:00am–5:00pm CST.

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

• Remote work options available for eligible states.

• Company-sponsored training and practical classroom experience.

• Specified equipment and workspace requirements include a dedicated work area and secure high-speed internet.