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.)
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
