Remote Retirement Services Associate

Five Star Solutions; Saginaw (MI); Remote; USD 17,000 - 24,000; Full time

Job summary

Five Star Solutions is seeking motivated associates to support retirement plan participants with distributions and account inquiries in a remote role. This position requires strong communication skills and comfort handling billing and account information from home.

Ideal candidates have 1 year of customer service experience, a detail-oriented mindset, and the ability to navigate multiple computer systems. Training is provided, with a 40-hour workweek and shift differential for nights/weekends.

Qualifications

• Must be 18 years of age.
• Background check required by state and federal laws.
• 1 year customer service or call center 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

Confidentiality

Active listening

De-escalation

Problem solving

Multitasking

Teamwork

Reliability

Attention to detail

Training readiness

Tools

Salesforce

Amplify

Microsoft Excel

Microsoft Word

Outlook

Job description

Five Star Solutions is seeking motivated associates to support retirement plan participants with distributions and account inquiries in a remote role. This position requires strong communication skills and comfort handling billing and account information from home.

Ideal candidates have 1 year of customer service experience, a detail-oriented mindset, and the ability to navigate multiple computer systems. Training is provided, with a 40-hour workweek and shift differential for nights/weekends.