Retirement Services Associate

High School Diploma or GED required Two or more years of experience in the retirement industry 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 Ability to remain calm and professional in a fast-paced, team-based environment Willingness to spend 75%–100% of the workday handling calls Ability to instill customer confidence and de-escalate challenging calls Strong problem-solving skills Quick learner, able to navigate between proprietary and commercial systems Strong organizational skills Attention to detail Capacity to identify process failures and recommend improvements Basic understanding of laws and regulations relating to employee benefits Strong team collaboration skills Proficiency in Salesforce (or other CRM) Proficiency in Microsoft Office (Excel, Word, Outlook) Commitment to scheduled hours and reliability Verified internet service (secure, reliable and dedicated high speed required) Established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)

Handle inbound participant and TPA calls, emails, and voicemails Resolve client issues, concerns, and inquiries regarding benefit programs Respond to moderately complex inquiries related to retirement benefit payment issues Support the outside sales team with operational questions Conduct web-based training sessions for clients Escalate client or customer issues to supervisors/managers when necessary Utilize multiple applications to manage client inquiries and transactions Accurately document all cases in Salesforce case management Promote online reviews when appropriate Create Salesforce tickets for specific 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 Provide back-up support for participants/account holders Attend weekly sales meetings and at least one tradeshow annually Assist with special projects Perform other duties as assigned