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 general inquiries.

• Address client issues, concerns, and questions regarding 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.

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

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

• Accurately document all cases in Salesforce case management.

• Encourage online reviews when appropriate.

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

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

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

• Engage in scheduled and on-demand training sessions.

• Provide backup support for participants and account holders.

• Carry out additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years of age.

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

• Preferred one year of prior customer service, call center, or office experience.

• Excellent verbal and written communication abilities.

• Comfortable managing billing and account information.

• Keen attention to detail.

• Proficient in navigating multiple computer systems.

• Professional and empathetic approach to addressing customer concerns.

• Reliable attendance and punctuality are essential.

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

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

• Ability to maintain confidentiality is critical.

• Strong active listening, problem-solving, organizational, and teamwork skills.

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

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

• Availability from 7:00 am to 7:00 pm CST, Monday through Friday.

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

🏝️ Benefits

• Paid training, typically lasting one week from 8:00 am to 5:00 pm CST.

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

• Opportunity for remote work.

• Support for equipment needs to maintain a dedicated workspace and secure, reliable, high-speed internet connection.