Remote Retirement Benefits Support Specialist

Five Star Solutions; Columbia (SC); Remote; USD 21,000 - 28,000; Full time

Job summary

Five Star Solutions is seeking motivated associates to support retirement plan participants with distributions and account inquiries in a remote capacity. The role emphasizes exceptional customer service in a fast-paced environment, with cross-training on various accounts and extensive use of Salesforce and other office tools.

Eligible locations include numerous US states; completed training is provided. The position offers full-time hours and a shift differential for nights and weekends.

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
• 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

• Assist retirement plan participants with distribution and account inquiries.
• Handle billing and account information in a fast-paced service center.
• Navigate multiple computer systems to document and resolve inquiries.
• Document all cases thoroughly in Salesforce case management.
• Escalate issues to supervisors when needed and participate in training sessions.
• Create Salesforce tickets for requests such as check copies and 1099-Rs.
• Provide back-up support for participants and maintain a professional demeanor.
• Utilize Amplify, Word, Excel, and Salesforce to manage client inquiries.

Job description

Five Star Solutions is seeking motivated associates to support retirement plan participants with distributions and account inquiries in a remote capacity. The role emphasizes exceptional customer service in a fast-paced environment, with cross-training on various accounts and extensive use of Salesforce and other office tools.

Eligible locations include numerous US states; completed training is provided. The position offers full-time hours and a shift differential for nights and weekends.