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 details

• Manage incoming calls, emails, and voicemails from participants

• Address client concerns and questions regarding benefit programs and procedures

• Tackle retirement benefit payment issues in a dynamic service center environment

• Facilitate web-based training sessions for clients as required

• Refer issues to supervisors or managers when necessary

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

• Accurately document all cases in Salesforce case management

• Encourage online reviews when suitable

• Generate Salesforce tickets for check copies, 1099-R forms, fund stops/reissues, and similar requests

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

• Build an understanding of company operations and client requirements

• Engage in scheduled and ad hoc training sessions

• Provide backup support for participants and account holders

• Perform additional duties as assigned

⛳️ Requirements

• Must be at least 18 years of age

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

• Preferred: 1 year of prior experience in customer service, call center, or office settings

• Excellent verbal and written communication abilities

• Comfortable working with billing and account-related information

• Strong attention to detail

• Capability to navigate multiple computer systems

• Professional and empathetic demeanor when addressing customer concerns

• Dependable attendance and punctuality

• Ability to work autonomously as well as collaboratively within a team

• Willingness to engage in cross-training on other accounts

• Must uphold confidentiality at all times

• Strong active listening, problem-solving, organizational, and team collaboration skills

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

• Proficient in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook)

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

• Availability required from 8:00am to 8:00pm EST, Monday to Friday

• Full-time availability of 40 hours per week

🏝️ Benefits

• Shift differential (additional $1/hr for nights and weekends)

• Paid training (generally one week from 9:00am to 6:00pm EST)

• Verified internet service and dedicated workspace/equipment requirements provided for business purposes