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 calls, emails, and voicemails from participants.

• Deliver precise responses to fundamental inquiries.

• Address client concerns and inquiries about benefit programs and procedures.

• Tackle issues related to retirement benefit payments in a dynamic service center.

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

• Refer issues to supervisors or managers when needed.

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

• Accurately and thoroughly document cases in Salesforce.

• Encourage online feedback when suitable.

• 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.

• Gain insight into company operations and client requirements.

• Engage in scheduled and impromptu training sessions.

• Provide backup support for participants and account holders as needed.

• Execute additional tasks as assigned.

⛳️ Requirements

• Must be at least 18 years old.

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

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

• Excellent verbal and written communication skills are essential.

• Comfortable handling billing and account-related information.

• Strong attention to detail is necessary.

• Ability to navigate various computer systems effectively.

• Maintain a professional and empathetic demeanor when addressing customer concerns.

• Dependable attendance and punctuality are required.

• Capability to work both independently and collaboratively in a team.

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

• Confidentiality must be upheld at all times.

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

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

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

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

🏝️ Benefits

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

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

• Remote work opportunities available for eligible states.

• Equipment and support provided by the employer to ensure a dedicated workspace and secure high-speed internet.