Retirement Services Associate

Five Star Solutions•Saginaw, MI

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. The role is remote 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. Associates handle participant communications, resolve inquiries about retirement benefits and procedures, document cases, and use multiple applications to manage requests and transactions. The position is full-time, 40 hours per week, with availability required between 8:00 a.m. and 8:00 p.m. EST, Monday through Friday. Paid training is typically one week, from 9:00 a.m. to 6:00 p.m. EST. Equipment is provided. Employees must have verified, secure, reliable, dedicated high-speed internet and an established dedicated workspace 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. A background check consistent with applicable state and federal laws is required. The listed duties are representative and are not exhaustive. The employer may use AI tools to assist 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 consistent with applicable 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 assess caller needs accurately.
Ability to maintain confidentiality.
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 multiple proprietary and commercial computer systems.
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 collaboration skills and focus on resolving issues 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.
Ability to work independently and as part of a team.
Comfort with cross-training on other accounts.
Must have 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.
A background in finance or retirement services.

Responsibilities

Handle inbound participant calls, emails, and voicemails professionally and provide accurate answers to basic inquiries.
Resolve client issues and inquiries concerning benefit programs and procedures, including retirement benefit payment issues.
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 inquiries and transactions.
Document all 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.
Provide backup support for participants and account holders.
Perform other duties as assigned.