Retirement Services Associate

Five Star Solutions•Lincoln, NE

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 who 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, or WY. The role involves handling participant communications, resolving benefit and payment issues, documenting cases, and assisting with account-related requests. Equipment is provided. Employees must have verified, secure, reliable high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. The position is full-time, 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. Pay is $15 per hour, with a $1-per-hour shift differential for nights and weekends.

Requirements

Must be at least 18 years of age.
A background check applicable under state and federal laws is required.
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.
Strong active listening, problem-solving, organizational, and team collaboration skills.
Ability to remain calm and professional in a fast-paced, team-based environment and de-escalate challenging calls.
Ability to manage competing priorities and document accurately in case management systems.
Basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
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

Previous customer service, call center, or office experience.

Responsibilities

Handle inbound participant calls, emails, and voicemails professionally and provide accurate answers to basic inquiries.
Resolve client issues and inquiries regarding 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.
Accurately 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 an understanding of company operations and client needs.
Participate in scheduled and ad hoc training sessions.
Provide backup support for participants/account holders.
Perform other duties as assigned.