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 management.

• Manage incoming participant communications through calls, emails, and voicemails, delivering precise responses to basic questions.

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

• Quickly respond to inquiries regarding retirement benefit payment issues in a dynamic service center environment.

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

• Elevate client or customer issues to supervisors or managers when necessary.

• Utilize the Amplify website, Microsoft Word, Excel, Salesforce, and additional applications to oversee inquiries and transactions.

• Accurately and thoroughly document all cases within Salesforce case management.

• Encourage online reviews when appropriate.

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

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

• Cultivate an understanding of company operations and client requirements.

• Engage in scheduled and ad hoc training sessions.

• Provide backup support for participants and account holders.

• Carry out other assigned duties.

⛳️ Requirements

• Must be at least 18 years old.

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

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

• Strong verbal and written communication abilities.

• Comfortable handling billing and account information.

• Exceptional attention to detail.

• Capable of navigating multiple computer systems.

• Maintain a professional and empathetic attitude towards customer concerns.

• Dependable attendance and punctuality.

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

• Willingness to cross-train on additional accounts.

• Residency required 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.

• Availability between 7:00 AM and 7:00 PM CST, Monday through Friday.

• Proficient in Salesforce or another CRM, as well as Microsoft Excel, Word, and Outlook.

• Basic knowledge of laws and regulations pertaining to employee benefits, particularly in relation to benefit distribution issues.

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

🏝️ Benefits

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

• Paid training, generally lasting 1 week from 8:00 AM to 5:00 PM CST.

• Opportunity to work remotely.

• Equipment and internet requirements supported by the employer: verified secure, reliable, high-speed internet and a dedicated workspace are necessary.