Retirement Services Associate

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

📋 Description

• Manage incoming calls, emails, and voicemails from participants, delivering precise responses to basic inquiries.

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

• Handle 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, Microsoft Word, Excel, Salesforce, and other software applications to process inquiries and transactions.

• Ensure all cases are documented accurately within the Salesforce case management system.

• Encourage online reviews when appropriate.

• Generate Salesforce tickets for requests such as check copies, 1099-R forms, and stop/reissue of funds.

• Provide assistance with filing, maintaining records, and document imaging.

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

• Engage in both scheduled and ad hoc training sessions.

• Offer backup support for participants and account holders.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Must be at least 18 years old.

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

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

• Excellent verbal and written communication skills.

• Comfortable handling billing and account information.

• Keen attention to detail.

• Capability to navigate various computer systems.

• Professional and empathetic demeanor when addressing customer issues.

• Consistent attendance and punctuality are essential.

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

• Willingness to cross-train on additional accounts.

• Must reside in one of the following states: 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.

• Availability required from 7:00 am to 7:00 pm CST, Monday to Friday.

• Proficiency in Salesforce or another CRM system, along with Microsoft Office applications such as Excel, Word, and Outlook.

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

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

🏝️ Benefits

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

• Paid training, typically lasting 1 week from 8:00 am to 5:00 pm CST.

• Opportunity for remote work.

• Equipment/infrastructure requirements supported by the role include verified secure, reliable, high-speed internet and a dedicated workspace.