Retirement Services Associate

Five Star Solutions•KS City, KS

2d•Remote

About The Position

We are seeking motivated associates to support retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused environment. This is a remote position for candidates residing 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, or WY. The role is full-time, 40 hours per week, with work hours available between 7:00 a.m. and 7:00 p.m. CST, Monday through Friday. Paid training is typically one week, from 8:00 a.m. to 5:00 p.m. CST. The hourly pay is $15, with an additional $1 per hour shift differential for nights and weekends. Associates respond to participant inquiries about retirement benefits and payment issues through inbound calls, email, and voicemail. They use multiple applications to manage inquiries and transactions, document cases, create Salesforce tickets, and provide administrative support. The position also includes web-based client training as needed, cross-training on other accounts, and participation in scheduled and ad hoc training. Equipment is provided. Employees must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. The job description notes that its statements describe the general nature and level of work and are not an exhaustive list of all responsibilities, duties, and skills. The company may use AI tools to support parts of the hiring process, but final hiring decisions are made by humans.

Requirements

Must be at least 18 years of age.
A background check applicable with state and federal laws will be required.
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.
Ability to maintain confidentiality at all times.
Strong active listening skills to accurately assess caller needs.
Ability to remain calm and professional in a fast-paced, team-based environment, including de-escalating 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.
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 focused on resolving issues within defined timeframes.
Verified, secure, reliable, dedicated high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.

Nice To Haves

One year of previous customer service, call center, or office experience is preferred.
Background in finance or retirement services.
Proficiency in Salesforce or another CRM, and Microsoft Office (Excel, Word, Outlook).

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 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 or managers when necessary.
Use multiple applications, including the Amplify website, Word, Excel, and 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 backup support for participants or account holders.
Cross-train on other accounts.
Perform other duties as assigned.