Retirement Services Associate

High School Diploma or GED required Two or more years of experience in the retirement industry is required Two or more years of experience in a complex client/customer service environment Demonstrated job stability Must be 18 years of age A background check applicable with state and federal laws will be required 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 Willingness to spend 75%–100% of the workday handling calls in addition to other responsibilities 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 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.)

Handle inbound participant and TPA calls, emails, and voicemails with professionalism, providing accurate answers to basic inquiries Resolve client issues, concerns, and inquiries regarding benefit programs and procedures via phone, email, and fax Respond to moderately complex inquiries related to retirement benefit payment issues in a fast-paced service center environment Support the outside sales team by researching and assisting with operational questions 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 holders Attend weekly sales meetings and at least one tradeshow annually Assist with special projects, including large mailings Perform other duties as assigned