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 environment. The role handles participant communications and questions about retirement benefit payments, benefit programs, and procedures, while documenting cases and processing requests using multiple applications. It is a remote position for candidates residing in one of the listed states: 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. The position is full-time, 40 hours per week, with availability required 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. Compensation is $15 per hour, with a $1-per-hour shift differential for nights and weekends. Equipment is provided, but employees must have verified secure, reliable, dedicated high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. Applicants must be at least 18 years old. A background check consistent with state and federal laws is required. The posting notes that AI tools may assist parts of the hiring process, but final hiring decisions are made by humans.
Requirements
- Must be at least 18 years of age.
- Must complete a background check applicable under state and federal laws.
- 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.
- Clear, concise, and professional telephone and written communication skills.
- Strong active listening skills to assess caller needs.
- 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 interpret requests and resolve them within required timeframes.
- Ability to learn quickly and navigate proprietary and commercial systems supporting benefit-related data and websites.
- Strong organizational skills and ability to manage competing priorities.
- Attention to detail when documenting in case management systems.
- Ability 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 resolving issues within defined timeframes.
- Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
- Verified secure, reliable, dedicated high-speed internet service 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.
- A background in finance or retirement services.
Responsibilities
- Handle inbound participant calls, emails, and voicemails professionally and provide accurate answers to basic inquiries.
- Resolve client issues and inquiries about 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 the Amplify website, Word, Excel, Salesforce, and other applications to manage client inquiries and transactions.
- Accurately and thoroughly document 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.
- A $1-per-hour shift differential for nights and weekends.
- Equipment provided.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
