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, providing precise answers to fundamental questions.

• Address client issues, concerns, and inquiries related to benefit programs and their procedures.

• Respond swiftly to inquiries regarding retirement benefit payment issues in a dynamic service center environment.

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

• Refer client or customer concerns to supervisors or managers as needed.

• Utilize the Amplify website, Word, Excel, Salesforce, and other tools to handle inquiries and transactions.

• Diligently document all cases within Salesforce case management.

• Encourage online reviews when suitable.

• Generate Salesforce tickets for requests such as check copies, 1099-Rs, and fund stop/reissue.

• Aid in filing, record-keeping, and document imaging tasks.

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

• Engage in scheduled and on-demand training sessions.

• Offer backup support for participants and account holders.

• Execute additional tasks as assigned.

⛳️ Requirements

• Must be at least 18 years old.

• A background check in accordance with state and federal laws will be necessary.

• A year of prior experience in customer service, call centers, or office environments is preferred.

• Excellent verbal and written communication abilities are essential.

• Comfortable handling billing and account details.

• Strong attention to detail is required.

• Ability to navigate various computer systems effectively.

• A professional and empathetic demeanor when addressing customer issues.

• Consistent attendance and punctuality are crucial.

• Capable of working independently as well as collaboratively within a team.

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

• Must uphold confidentiality at all times.

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

• Proficiency in Salesforce (or similar CRM), along with Microsoft Office (Excel, Word, Outlook).

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

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

🏝️ Benefits

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

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

• Remote work arrangement available.

• Equipment provided: verified secure, reliable, dedicated high-speed internet service and an established dedicated workspace.

• Full-time schedule of 40 hours per week.