Retirement Services Associate
About The Position
We are seeking motivated associates to support retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused environment. This is a remote position for candidates who 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, or WY. Associates handle participant communications, help resolve benefit and payment issues, document and manage requests, and work with clients and account holders. The role includes paid training, cross-training on other accounts, and scheduled and ad hoc learning sessions. The position is full-time at 40 hours per week. Work availability is required between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday. Training typically lasts one week, from 9:00 a.m. to 6:00 p.m. Eastern Time. Equipment is provided. Candidates must have secure, reliable, dedicated high-speed internet and an established dedicated work area.
Requirements
- Must be at least 18 years of age.
- A background check applicable with state and federal laws will be required.
- Strong verbal and written communication skills.
- Comfort 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, with commitment to scheduled hours.
- Ability to work independently and as part of a team.
- Comfort with cross-training on other accounts.
- Strong customer service skills, 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 the client's products and services while de-escalating challenging calls.
- Strong problem-solving skills and ability to interpret requests and resolve them within required timeframes.
- Ability to learn quickly and navigate proprietary and commercial systems to support benefit-related data and websites.
- Strong organizational skills and 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, focused on resolution within defined timeframes.
- Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
- Secure, reliable, dedicated high-speed internet service and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Nice To Haves
- One year of previous customer service, call center, or office experience is preferred.
Responsibilities
- Handle inbound participant calls, emails, and voicemails professionally and provide 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 or managers when necessary.
- Use multiple applications, including the Amplify website, Word, Excel, and 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 and account holders.
- Perform other duties as assigned.
Benefits
- Paid training, typically one week.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
