Retirement Services Associate

Job description

We are seeking motivated associates to support retirement plan participants with their distribution and account inquiries. This role offers 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.)