Retirement Services Associate

Five Star Solutions•Reno, NV

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 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. The role provides customer service to participants and account holders, handles benefit-related questions and requests, and uses multiple applications to manage inquiries and transactions. Full-time employment is 40 hours per week. Employees must be available to work within 5:00 a.m.–5:00 p.m. Pacific Time, Monday through Friday. Paid training is typically one week, from 6:00 a.m.–3:00 p.m. Pacific Time. The hourly rate is $15, with an additional $1 per hour shift differential for nights and weekends. 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. A background check compliant with state and federal laws is required. The listed duties describe the general nature of the work and are not exhaustive. 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 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 at all times.
Clear, concise, and professional telephone and written communication.
Strong active listening skills to assess caller needs accurately.
Ability to remain calm and professional in a fast-paced, team-based environment, instill customer confidence, and de-escalate 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 for benefit-related data and websites.
Strong organizational skills and ability to manage competing priorities.
Attention to detail when documenting in case management systems.
Ability 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 and focus on resolving issues 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.
Must be available within the 5:00 a.m.–5:00 p.m. Pacific Time work-hours window, Monday through Friday.

Nice To Haves

One year of 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 the Amplify website, Word, Excel, Salesforce, and other applications to manage client inquiries and transactions.
Accurately and thoroughly 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 to enhance knowledge and skills.
Provide back-up support for participants and account holders.
Perform other duties as assigned.