Retirement Services Associate
About The Position
The Retirement Services Associate supports retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused service center. The role handles participant calls, emails, and voicemails; responds to questions about retirement benefit payments and benefit programs; documents and processes service requests; and escalates issues when needed. Associates use multiple computer applications and may conduct web-based client training, assist with records and document imaging, and provide backup support for participants and account holders. This is a full-time, 40-hour-per-week remote position available to candidates residing in the listed states. Candidates must have verified, secure, reliable high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. Work-hour availability is between 7:00 a.m. and 7:00 p.m. Central Time, Monday through Friday. Paid training is typically one week, from 8:00 a.m. to 5:00 p.m. Central Time. A shift differential of $1 per hour applies to nights and weekends.
Requirements
- Must be 18 years of age.
- A background check applicable with state and federal laws is 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.
- Must be comfortable 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 assess caller needs accurately.
- Ability to remain calm and professional in a fast-paced, team-based environment and de-escalate challenging calls.
- Strong problem-solving skills and ability to resolve requests within required timeframes.
- Ability to learn quickly and navigate proprietary and commercial systems.
- Strong organizational skills and ability to manage competing priorities.
- Attention to detail when documenting in case management systems.
- Strong team collaboration skills, focused on resolution within defined timeframes.
- Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
- Verified, secure, reliable, dedicated high-speed internet and a 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.
- Background in finance or retirement services.
- Basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
- Capacity to identify process failures and recommend improvements.
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 about 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 backup support for participants and account holders.
- Perform other duties as assigned.
Benefits
- Paid training, typically one week.
- Shift differential of an additional $1 per hour for nights and weekends.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
