Retirement Services Associate

Five Star Solutions • Greensboro, NC

15h • Remote

About The Position

We are seeking motivated associates to support retirement plan participants with distribution and account inquiries. This remote role is for applicants 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. Associates work in a fast-paced, customer-focused service environment and assist with participant questions, benefit payment issues, and related requests. The position is full-time, 40 hours per week, with work availability from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. Paid training typically lasts one week, from 9:00 a.m. to 6:00 p.m. Eastern Time. A shift differential of an additional $1 per hour applies to nights and weekends. The employer provides equipment. 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. The employer may use AI tools to support 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 applicable with state and federal laws will be 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.
• 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.
• Ability to instill customer confidence in the client's products and services while de-escalating challenging calls.
• Strong problem-solving skills and ability to interpret requests and resolve them within required timeframes.
• Ability to learn quickly and navigate proprietary and commercial systems to support benefit-related data and websites.
• Strong organizational skills and 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 another CRM and Microsoft Office (Excel, Word, Outlook).
• Commitment to scheduled hours and reliability.
• 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

• Background in finance or retirement services.
• 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 about 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 a strong 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.

Benefits

• Paid training, typically one week.
• Shift differential of an additional $1 per hour for nights and weekends.
• Equipment provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed