Remote Retirement Benefits Support Specialist

Five Star Solutions; Indianapolis (IN); Remote; USD 18,000 - 23,000; Full time

Benefits offered by this job

Shift differential (extra $1/hr nights

Paid Training

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’ll handle billing and account information, navigate multiple systems including Salesforce, Amplify, Excel, and Word, and deliver exceptional service to clients.

Responsibilities include responding to inquiries, documenting cases, escalating issues when needed, and participating in training sessions.

Qualifications

• 1 year of customer service, call center, or office experience.
• Comfortable with billing and account information.
• Able 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 inquiries related to retirement benefit payments 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.
• 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.
• Promote online reviews when appropriate.
• 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.

Skills

Customer service

Call center

Data entry

Empathy

Multi-system navigation

Professional communication

Cross-training

CRM systems

Tools

Salesforce

Amplify

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’ll handle billing and account information, navigate multiple systems including Salesforce, Amplify, Excel, and Word, and deliver exceptional service to clients.

Responsibilities include responding to inquiries, documenting cases, escalating issues when needed, and participating in training sessions.