Remote Retirement Benefits Specialist

Five Star Solutions; Columbus (OH); Remote; USD 19,000 - 26,000; Full time

Benefits offered by this job

Paid training

Shift differential

Remote work eligibility

Full-time position

Job summary

Five Star Solutions is seeking motivated associates to support retirement plan participants with distribution and account inquiries in a remote, customer-focused environment. You will handle billing and account information, navigate multiple systems, and document interactions in Salesforce with professionalism and empathy.

We offer paid training, a 40-hour workweek, and a shift differential of $1/hr for nights and weekends, with opportunities to cross-train on other accounts as needed.

Qualifications

• 1 year of 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.
• 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).

Responsibilities

• Respond to retirement benefit payment inquiries in a fast-paced service center.
• Navigate multiple computer systems to manage client inquiries and transactions.
• Document all cases thoroughly in Salesforce case management.
• Assist with filing, record maintenance and document imaging.
• Provide back-up support for participants/account holder.
• Escalate issues to supervisors when necessary.

Skills

Customer service

Call center

Communication skills

Empathy

Multi-system navigation

Problem solving

Telephone etiquette

Tools

Salesforce

Excel

Word

Outlook

Job description

Five Star Solutions is seeking motivated associates to support retirement plan participants with distribution and account inquiries in a remote, customer-focused environment. You will handle billing and account information, navigate multiple systems, and document interactions in Salesforce with professionalism and empathy.

We offer paid training, a 40-hour workweek, and a shift differential of $1/hr for nights and weekends, with opportunities to cross-train on other accounts as needed.