Retirement Services Associate

Five Star Solutions•Allentown, PA

21h•Remote

About The Position

The Retirement Services Associate supports retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused service environment. The associate handles participant and client communications, answers basic benefit questions, resolves or escalates issues, and documents inquiries and transactions. The position is remote 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, and WY. This is a full-time position requiring 40 hours per week. Workdays are Monday through Friday, with availability required between 8:00 a.m. and 8:00 p.m. Eastern Time. Paid training is typically one week, from 9:00 a.m. to 6:00 p.m. Eastern Time. The stated pay is $15 per hour, with a $1-per-hour shift differential for nights and weekends. Equipment is provided, and the employee must have verified, secure, reliable dedicated high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.

Requirements

Must be at least 18 years of age.
A background check applicable with 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.
Ability to work independently and as part of a team.
Must be comfortable cross-training on other accounts.
Maintain confidentiality at all times.
Demonstrate active listening, problem-solving, organization, and the ability to manage competing priorities.
Remain calm and professional in a fast-paced, team-based environment and de-escalate challenging calls.
Learn and navigate proprietary and commercial systems supporting benefit-related data and websites.
Identify process failures and recommend improvements.
Have a basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
Collaborate with the team to resolve issues within defined timeframes.
Demonstrate proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
Commit to scheduled hours and demonstrate reliability.
Have verified, secure, reliable dedicated high-speed internet and an established 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, concerns, and inquiries regarding benefit programs and procedures.
Respond to inquiries about 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.
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 to enhance knowledge and skills.
Provide backup support for participants and account holders.
Perform other duties as assigned.