Retirement Services Associate

We are seeking motivated associates to support retirement plan participants with their distribution and account inquiries. This role offers a mix of classroom and hands-on training and 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.)

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job