Retirement Services Associate

We are seeking motivated associates to support retirement plan participants with their distribution and account inquiries. This role offers the opportunity to work in a fast-paced, customer-focused environment. If you have a background in finance or retirement services and enjoy delivering exceptional customer service, we want to hear from you!

This is a remote position for those that 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, WY

We’re looking for individuals who are passionate about delivering exceptional customer experience!

Qualifications

• Must be 18 years of age
• A background check applicable with state and federal laws will be required
• 1 year Previous customer service, call center, or office experience preferred
• Strong verbal and written communication skills
• Comfortable working with billing and account information
• Strong attention to detail
• Ability to navigate multiple computer systems
• Professional and empathetic approach to customer concerns
• Reliable attendance and punctuality
• Ability to work independently and as part of a team
• Must be comfortable cross training on other accounts

Responsibilities

• Handle inbound participant calls, emails, and voicemails with professionalism, providing accurate answers to basic inquiries
• Resolve client issues, concerns, and inquiries regarding benefit programs and procedures
• Respond to inquiries related to retirement benefit payment issues in a fast-paced service center environment
• Conduct web-based training sessions for clients as needed
• Escalate client or customer issues to supervisors/managers when necessary
• Utilize multiple applications (Amplify website, Word, Excel, Salesforce) to manage client inquiries and transactions
• Accurately and thoroughly document all cases in Salesforce case management
• Promote online reviews when appropriate
• Create Salesforce tickets for check copies, 1099-Rs, stop/reissue of funds, and related requests
• Assist with filing, record maintenance, and document imaging
• Develop a strong understanding of company operations and client needs
• Participate in scheduled and ad hoc training sessions to enhance knowledge and skills
• Provide back-up support for participants/account holder
• Perform other duties as assigned

Skills

• Strong customer service skills with professionalism and empathy
• Ability to maintain confidentiality at all times
• Clear, concise, and professional telephone and written communication skills
• Strong active listening skills to accurately assess caller needs
• Ability to remain calm and professional in a fast-paced, team-based environment
• Ability to instill customer confidence in Client’s products and services while de-escalating challenging calls
• Strong problem-solving skills with the ability to interpret requests and resolve them within required timeframes
• Quick learner, able to navigate between proprietary and commercial systems to support benefit-related data and websites
• Strong organizational skills with the ability to manage multiple competing priorities
• Attention to detail when documenting in case management systems
• Capacity to identify process failures and recommend improvements
• Basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues
• Strong team collaboration skills with a focus on resolution within defined timeframes
• Proficiency in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook)
• Commitment to scheduled hours and reliability

Equipment Provided

• Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)