Retirement Services Associate

Five Star Solutions•New Orleans, LA

1d•Remote

About The Position

We are seeking motivated associates to support retirement plan participants with distribution and account inquiries. This remote role serves participants in the listed states and offers work in a fast-paced, customer-focused environment. Associates handle participant communications, respond to benefit and payment questions, document cases and transactions, and provide support to clients and account holders. The position is full-time at 40 hours per week, with availability required between 7:00 a.m. and 7:00 p.m. CST, Monday through Friday. Paid training typically lasts one week, from 8:00 a.m. to 5:00 p.m. CST. 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. 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.
One year of previous 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.
Ability to maintain confidentiality.
Clear, concise, and professional telephone and written communication skills, with 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, including interpreting requests and resolving them within required timeframes.
Ability to learn 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.
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 resolution within defined timeframes.
Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
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 applicable with state and federal laws will be required.

Nice To Haves

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, concerns, and inquiries about benefit programs and procedures.
Respond to retirement benefit payment inquiries 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 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 a strong understanding of company operations and client needs.
Participate in scheduled and ad hoc training sessions.
Provide back-up support for participants and account holders.
Perform other duties as assigned.