Remote Retirement Benefits Specialist

Five Star Solutions; Clayton (NC); Remote; USD 21,000 - 29,000; Full time

Benefits offered by this job

Remote position

Shift differential

Paid training

40 hours/week

Job summary

Five Star Solutions is seeking motivated associates to support retirement plan participants with their distribution and account inquiries in a fast-paced, customer-focused environment. This remote role requires prior customer service or call center experience, and comfort with billing and account data.

Employees will navigate multiple systems and collaborate across teams while delivering professional, empathetic service.

Qualifications

• 1 year Previous customer service, call center, or office experience preferred
• Comfortable working with billing and account information
• Ability to navigate multiple computer systems
• Professional and empathetic approach to customer concerns
• Must be comfortable cross training on other accounts

Responsibilities

• Respond to inquiries related to 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/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 holder
• Strong customer service skills with professionalism and empathy
• Clear, concise, and professional telephone and written communication skills
• Ability to instill customer confidence in Client's products and services while de-escalating challenging calls
• Quick learner, able to navigate between proprietary and commercial systems to support benefit-related data and websites
• Attention to detail when documenting in case management systems
• Capacity to identify process failures and recommend improvements
• Proficiency in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook)

Skills

Customer service

Call center

Systems navigation

Empathy

Cross-training

Billing data

Tools

Salesforce

Amplify website

Excel

Word

Outlook

Job description

Five Star Solutions is seeking motivated associates to support retirement plan participants with their distribution and account inquiries in a fast-paced, customer-focused environment. This remote role requires prior customer service or call center experience, and comfort with billing and account data.

Employees will navigate multiple systems and collaborate across teams while delivering professional, empathetic service.