Retirement Services Associate

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

📋 Description

• Assist retirement plan participants with inquiries about distributions and account details

• Manage incoming participant calls, emails, and voicemails

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

• Provide prompt responses to inquiries regarding retirement benefit payments in a dynamic service center

• Conduct online training sessions for clients as necessary

• Elevate client or customer issues to supervisors or managers when needed

• Utilize Amplify, Word, Excel, Salesforce, and additional applications to handle inquiries and transactions

• Accurately document cases in Salesforce case management system

• Encourage online reviews when suitable

• Generate Salesforce tickets for check copies, 1099-Rs, fund stop/reissue requests, and similar needs

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

• Cultivate an understanding of company operations and client requirements

• Engage in scheduled and as-needed training sessions

• Provide supportive assistance for participants and account holders

• Carry out other assigned responsibilities

⛳️ Requirements

• Must be at least 18 years old

• Background check required in compliance with state and federal regulations

• One year of prior experience in customer service, call center, or office settings preferred

• Excellent verbal and written communication abilities

• Comfortable handling billing and account information

• Strong attention to detail

• Capability to navigate multiple computer systems

• Professional and empathetic demeanor towards customer concerns

• Consistent attendance and punctuality are essential

• Ability to work both independently and collaboratively within a team

• Must be open to cross-training on different accounts

• Must uphold confidentiality

• Strong skills in active listening, problem-solving, organization, and collaboration

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

• Proficient in Salesforce or other CRM systems and Microsoft Office, including Excel, Word, and Outlook

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

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

🏝️ Benefits

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

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

• Verified high-speed internet service and dedicated work area/equipment requirements for remote work