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 issues.

• Manage incoming calls, emails, and voicemails from participants.

• Deliver precise responses to basic inquiries.

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

• Quickly respond to inquiries about retirement benefit payments in a dynamic service center.

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

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

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

• Thoroughly document all cases in Salesforce case management.

• Encourage online reviews when appropriate.

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

• Aid in filing, record maintenance, and document imaging.

• Cultivate an understanding of company operations and client requirements.

• Engage in scheduled and on-demand training sessions.

• Provide support backup for participants/account holders.

• Carry out other responsibilities as assigned.

⛳️ Requirements

• Must be at least 18 years of age.

• A background check is required in compliance with state and federal regulations.

• Preferred 1 year of prior customer service, call center, or office experience.

• Excellent verbal and written communication abilities.

• Comfortable handling billing and account details.

• Exceptional attention to detail.

• Capability to navigate multiple computer systems.

• A professional and empathetic approach to customer concerns.

• Consistent attendance and punctuality are essential.

• Ability to work independently as well as collaboratively within a team.

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

• Must reside in AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY.

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

• Ability to maintain confidentiality.

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

• Verified secure, reliable, dedicated high-speed internet and a designated work area with desk, chair, electrical outlet, and direct LAN connection.

🏝️ Benefits

• Classroom and practical training provided.

• Paid training, typically one week from 8:00 am to 5:00 pm CST.

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

• Full-time schedule: 40 hours per week.

• Remote work arrangement available.

• Employer-provided business equipment support (verified secure, reliable, dedicated high-speed internet and dedicated work area).