Retirement Services Associate

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Assist retirement plan participants with account inquiries and distribution issues.

• Manage inbound communications from participants via calls, emails, and voicemails.

• Deliver precise responses to fundamental inquiries.

• Address client issues, concerns, and questions relating to benefit programs and procedures.

• Handle inquiries regarding retirement benefit payments in a dynamic service center setting.

• Facilitate web-based training sessions for clients as required.

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

• Utilize Amplify website, Microsoft Word, Excel, Salesforce, and other applications to address inquiries and transactions.

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

• Encourage online reviews when suitable.

• Generate Salesforce tickets for requests related to check copies, 1099-R forms, stopping or reissuing of funds, and similar inquiries.

• Assist with filing, record management, and document imaging.

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

• Engage in scheduled and on-the-fly training sessions.

• Provide backup support for participants and account holders.

• Execute other assigned responsibilities.

⛳️ Requirements

• Must be at least 18 years old.

• A background check is required in accordance 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 are essential.

• Must be comfortable managing billing and account information.

• Strong attention to detail is required.

• Ability to navigate various computer systems effectively.

• A professional and empathetic approach to addressing customer concerns is necessary.

• Consistent attendance and punctuality are expected.

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

• Must be willing to cross-train on additional accounts.

• Ability to maintain confidentiality is crucial.

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

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

• Availability from 8:00 AM to 8:00 PM EST, Monday through Friday.

• Must reside in one of the designated eligible U.S. states.

🏝️ Benefits

• Paid training, typically lasting 1 week from 9:00 AM to 6:00 PM EST.

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

• Remote work arrangement available.

• Equipment requirements include a dedicated workspace and secure, reliable high-speed internet service.