Remote Retirement Services Associate

Five Star Solutions; Provo (UT); Remote; USD 17,000 - 24,000; Full time

Benefits offered by this job

Paid training

Shift differential

Remote work

Job summary

Five Star Solutions seeks motivated associates to support retirement plan participants with distribution and account inquiries. This remote role requires handling inbound calls and emails, resolving issues, and documenting cases in Salesforce while delivering excellent customer service.

Training is provided, with a focus on confidentiality, accuracy, and timely responses. The position offers a full-time schedule and a paid training period, with occasional after-hours support as needed.

Qualifications

• Must be 18 years of age.
• Background check as required by state and federal laws.
• 1 year of customer service, call center, or office experience preferred.
• Strong verbal and written communication skills.
• Comfortable 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.
• Ability to work independently and as part of a team.
• Must be comfortable cross training on other accounts.

Responsibilities

• Handle inbound participant calls, emails, and voicemails with professionalism, providing accurate answers to basic inquiries.
• Resolve client issues, concerns, and inquiries regarding benefit programs and procedures.
• 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.
• Perform other duties as assigned

Skills

Customer service

Communication skills

Attention to detail

Active listening

Teamwork

Problem solving

Time management

Education

High school diploma or equivalent

Tools

Salesforce

Microsoft Office

Job description

Five Star Solutions seeks motivated associates to support retirement plan participants with distribution and account inquiries. This remote role requires handling inbound calls and emails, resolving issues, and documenting cases in Salesforce while delivering excellent customer service.

Training is provided, with a focus on confidentiality, accuracy, and timely responses. The position offers a full-time schedule and a paid training period, with occasional after-hours support as needed.