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 basic inquiries.

• Address client issues, concerns, and questions related to benefit programs and processes.

• 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 deemed necessary.

• Utilize Amplify, Microsoft 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 suitable.

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

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

• Cultivate an understanding of company operations and client needs.

• Engage in scheduled and on-demand training sessions.

• Provide backup support for participants and account holders.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Must be at least 18 years old.

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

• A minimum of 1 year of experience in customer service, call center, or office settings is preferred.

• Excellent verbal and written communication skills.

• Comfortable handling billing and account details.

• Strong attention to detail is essential.

• Ability to navigate through multiple computer systems efficiently.

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

• Consistent attendance and punctuality are required.

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

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

• Commitment to maintaining confidentiality is crucial.

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

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

• Access to secure, reliable, dedicated high-speed internet service.

• Established dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection.

• Availability from 5:00 am to 5:00 pm PST, Monday through Friday.

🏝️ Benefits

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

• Paid training, typically lasting 1 week from 6:00 am to 3:00 pm PST.

• Opportunity for remote work arrangements.

• Company-provided equipment and support requirements for a dedicated workspace and secure high-speed internet.