Retirement Services Associate
hace 1 día
Davenport
Job Description 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 • 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, • 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, • 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), • Starting pay - $16/hour, plus shift differential (extra $1/hr nights & wkds), • Work hours - Availability of 9:00am-7:00 pm (CST) ; Work Days - Mon-Fri, • Paid Training - typically 3 weeks from 10:00am-6:30pm (CST) Powered by JazzHR VkuVtfuQBW