Retirement Services Associate

Five Star Solutions•Casper, WY

2d•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 role handles participant communications, responds to questions and concerns about benefit programs, procedures, and payment issues, and documents inquiries and transactions. Associates use multiple computer applications and may conduct web-based training for clients. This is a remote position for residents of 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 position is full-time, 40 hours per week, with availability required between 6:00 a.m. and 6:00 p.m. MST, Monday through Friday. Paid training is typically one week, from 7:00 a.m. to 4:00 p.m. MST. Compensation is $15 per hour, with an additional $1 per hour shift differential for nights and weekends. The employer provides equipment. 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. A background check compliant with state and federal laws is required.

Requirements

Must be at least 18 years of age.
A background check compliant with state and federal laws is required.
Strong customer service skills, professionalism, and empathy.
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 and de-escalate challenging calls.
Strong problem-solving skills and ability to interpret requests and resolve them within required timeframes.
Ability to navigate between proprietary and commercial systems to support benefit-related data and websites.
Strong organizational skills and ability to manage multiple competing priorities.
Attention to detail when documenting in case management systems.
Ability to maintain confidentiality at all times.
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 resolving matters within defined timeframes.
Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
Commitment to scheduled hours and reliable attendance and punctuality.
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.
Must be comfortable cross-training on other accounts.

Nice To Haves

One year of previous customer service, call center, or office experience is 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 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 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/account holders.
Perform other duties as assigned.