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 calls, emails, and voicemails from participants.

• Deliver precise responses to fundamental inquiries.

• Address client queries and issues concerning benefit programs and procedures.

• Tackle retirement benefit payment concerns 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 Amplify, Microsoft Word, Excel, Salesforce, and other applications to oversee inquiries and transactions.

• Record all cases accurately and comprehensively in Salesforce case management.

• Encourage online reviews when appropriate.

• Generate Salesforce tickets for check copies, 1099-Rs, stopping/reissuing funds, and related requests.

• Support filing, maintenance of records, and document imaging tasks.

• Cultivate an understanding of company operations and client requirements.

• Engage in scheduled and on-demand training sessions.

• Provide backup assistance for participants and account holders.

• Identify process deficiencies and suggest enhancements.

• Execute other assigned duties.

⛳️ Requirements

• Must be at least 18 years old.

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

• One year of prior customer service, call center, or office experience is preferred.

• Excellent verbal and written communication abilities.

• Comfortable handling billing and account information.

• Strong attention to detail is essential.

• Capability to navigate various computer systems.

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

• Dependable attendance and punctuality are necessary.

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

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

• Strong customer service, active listening, problem-solving, organizational, and teamwork skills are required.

• Must uphold confidentiality.

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

• Proficiency in Salesforce or another CRM, along with Microsoft Excel, Word, and Outlook.

• Availability from 8:00 AM to 8:00 PM EST, Monday through 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 a designated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.

🏝️ Benefits

• Shift differential: an additional $1/hour for work during nights and weekends.

• Paid training, generally one week from 9:00 AM to 6:00 PM EST.

• Full-time schedule of 40 hours per week.

• Opportunity for remote work.

• Combination of classroom and hands-on training.

• Equipment requirements/support: verified secure, reliable, dedicated high-speed internet and a dedicated workspace.