Retirement Services Associate

Five Star Solutions • Sheboygan, WI

13d • Remote

About The Position

The Retirement Services Associate supports retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused service center. The position handles participant communications and account-related requests, resolves benefit-program and payment issues, documents cases, and escalates matters when needed. Associates use multiple applications and may conduct web-based training sessions for clients. The role is remote for residents of the listed states and is full-time at 40 hours per week. Availability is required between 7:00 a.m. and 7:00 p.m. Central Time, Monday through Friday. Paid training typically lasts one week, from 8:00 a.m. to 5:00 p.m. Central Time. The employer provides equipment. The associate must have verified, secure, reliable high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. Compensation is $15 per hour, with a $1-per-hour shift differential for nights and weekends.

Requirements

• Must be at least 18 years of age.
• A background check applicable with state and federal laws is required.
• One year of customer service, call center, or office experience is preferred.
• Strong verbal and written communication skills.
• Comfort 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; commitment to scheduled hours.
• Ability to work independently and as part of a team.
• Must be comfortable cross-training on other accounts.
• 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 and de-escalate challenging calls.
• Strong problem-solving skills and ability to resolve requests within required timeframes.
• Ability to learn quickly and navigate proprietary and commercial systems supporting benefit-related data and websites.
• Strong organizational skills and ability to manage competing priorities.
• Attention to detail when documenting in case management systems.
• Ability 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 another CRM and Microsoft Office, including Excel, Word, and Outlook.
• Verified, secure, reliable high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
• Must reside in one of the listed states: 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, or WY.

Nice To Haves

• Background in finance or retirement services.
• Previous customer service, call center, or office experience (one year preferred).

Responsibilities

• Handle inbound participant calls, emails, and voicemails professionally and provide accurate answers to basic inquiries.
• Resolve client issues, concerns, and inquiries regarding benefit programs and procedures.
• Respond to inquiries about retirement benefit payment issues in a fast-paced service center.
• Conduct web-based training sessions for clients as needed.
• Escalate client or customer issues to supervisors or managers when necessary.
• Use the Amplify website, Word, Excel, and Salesforce to manage client inquiries and transactions.
• Document cases accurately and thoroughly 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 an understanding of company operations and client needs.
• Participate in scheduled and ad hoc training sessions to enhance knowledge and skills.
• Provide backup support for participants and account holders.
• Perform other duties as assigned.

Benefits

• Paid training, typically one week.
• Shift differential of an additional $1 per hour for nights and weekends.
• Equipment provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed