Retirement Services Associate

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

📋 Description

• Assist retirement plan participants with questions regarding distributions and account matters

• Manage incoming calls, emails, and voicemails from participants

• Deliver precise answers to fundamental inquiries

• Address client issues and questions related to benefit programs and procedures

• Respond to inquiries about retirement benefit payments in a dynamic service center environment

• Facilitate web-based training sessions for clients as necessary

• Refer client or customer issues to supervisors or managers when required

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

• Record all cases accurately and comprehensively in Salesforce case management

• Encourage online reviews when suitable

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

• Assist with filing, record upkeep, and document imaging

• Gain insight into company operations and client requirements

• Take part in scheduled and on-the-spot training sessions

• Offer backup support for participants and account holders

• Identify process shortcomings and suggest enhancements

• Perform additional duties as assigned

⛳️ Requirements

• Must be at least 18 years old

• Background verification required in compliance with state and federal regulations

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

• Excellent verbal and written communication abilities

• Comfortable dealing with billing and account details

• Strong attention to detail

• Capability to navigate through various computer systems

• Professional and empathetic response to customer inquiries

• Reliable attendance and punctuality are essential

• Ability to work both independently and collaboratively within a team

• Must be open to cross-training on other accounts

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

• Ability to uphold confidentiality

• Basic knowledge of laws and regulations pertaining to employee benefits, especially concerning benefit distributions

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

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

• Availability from 8:00 a.m. to 8:00 p.m. EST, Monday through Friday

• Full-time availability for 40 hours per week

🏝️ Benefits

• Paid training, generally lasting 1 week from 9:00 a.m. to 6:00 p.m. EST

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

• Employer-provided equipment and support for a dedicated remote work setup

• Remote work arrangement