Retirement Services Associate

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

📋 Description

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

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

• Handle inquiries regarding retirement benefit payments in a dynamic service center atmosphere.

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

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

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

• Accurately document cases in Salesforce case management.

• Encourage online reviews when appropriate.

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

• Assist with filing, maintaining records, and document imaging.

• Cultivate an understanding of company operations and client requirements.

• Engage in both scheduled and on-demand training sessions.

• Provide backup support for participants and account holders.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Must be at least 18 years old.

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

• A minimum of 1 year of prior experience in customer service, call center, or office roles is preferred.

• Excellent verbal and written communication capabilities.

• Comfortable handling billing and account-related information.

• Strong attention to detail is essential.

• Ability to navigate multiple computer systems effectively.

• A professional and empathetic demeanor towards customer inquiries.

• Consistent attendance and punctuality are required.

• Must be able to work independently as well as collaboratively within a team.

• Willingness to cross-train on other accounts is necessary.

• Must maintain confidentiality at all times.

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

• Proficiency in Salesforce or another CRM, along with Microsoft Excel, Word, and Outlook.

• Availability from 6:00 am to 6:00 pm MST, Monday to Friday.

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

🏝️ Benefits

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

• Paid training, usually lasting 1 week from 7:00 am to 4:00 pm MST.

• Opportunity for remote work.

• Equipment requirements/support: verified secure, reliable, dedicated high-speed internet and a designated work area.