Retirement Services Associate

Five Star Call Centers•Springfield, MO

11h•$16 - $16•Remote

About The Position

We are seeking motivated associates to support retirement plan participants with their distribution and account inquiries. This role offers a mix of classroom and hands-on training and the opportunity to work in a fast-paced, customer-focused environment . If you have a background in finance or retirement services and enjoy delivering exceptional customer service, we want to hear from you! This is a remote position for those that reside 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, WY We’re looking for individuals who are passionate about delivering exceptional customer experience!

Requirements

High School Diploma or GED required
Two or more years of experience in the retirement industry is required
Two or more years of experience in a complex client/customer service environment
Demonstrated job stability
Must be 18 years of age
A background check applicable with state and federal laws will be required
Strong customer service skills with professionalism and empathy
Ability to maintain confidentiality at all times
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
Willingness to spend 75%–100% of the workday handling calls in addition to other responsibilities
Ability to instill customer confidence in Client’s products and services while de-escalating challenging calls
Strong problem-solving skills with the ability to interpret requests and resolve them within required timeframes
Quick learner, able to navigate between proprietary and commercial systems to support benefit-related data and websites
Strong organizational skills with the ability to manage multiple 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 with a focus on resolution within defined timeframes
Proficiency in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook)
Commitment to scheduled hours and reliability
Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)

Responsibilities

Handle inbound participant and TPA calls, emails, and voicemails with professionalism, providing accurate answers to basic inquiries
Resolve client issues, concerns, and inquiries regarding benefit programs and procedures via phone, email, and fax
Respond to moderately complex inquiries related to retirement benefit payment issues in a fast-paced service center environment
Support the outside sales team by researching and assisting with operational questions
Conduct web-based training sessions for clients as needed
Escalate client or customer issues to supervisors/managers when necessary
Utilize multiple applications (Amplify website, Word, Excel, 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 back-up support for participants/account holders
Attend weekly sales meetings and at least one tradeshow annually
Assist with special projects, including large mailings
Perform other duties as assigned