Retirement Services Associate

About the role

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.)

Additional information

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