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. The position is remote 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 provide customer service and support related to retirement benefits, participant accounts, and benefit payment issues. This is a full-time position at 40 hours per week, with availability required between 8:00 a.m. and 8:00 p.m. EST, Monday through Friday. Paid training is typically one week from 9:00 a.m. to 6:00 p.m. EST. The hourly rate is $15, with an additional $1 per hour shift differential for nights and weekends. Equipment is provided. Candidates must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Requirements
- Must be at least 18 years of age.
- A background check applicable with state and federal laws will be required.
- One year of previous customer service, call center, or office experience is 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.
- 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 products and services while de-escalating challenging calls.
- Strong problem-solving skills, including the 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, with a focus on resolution within defined timeframes.
- Proficiency in Salesforce or another CRM and Microsoft Office (Excel, Word, Outlook).
- Commitment to scheduled hours and reliability.
- Verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Nice To Haves
- Background in finance or retirement services.
- Previous customer service, call center, or office experience.
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.
- Document all cases accurately and thoroughly 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 holders.
- Perform other duties as assigned.
Benefits
- Paid training, typically one week.
- Shift differential of an additional $1 per hour for nights and weekends.
- Equipment provided.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
