Remote Retirement Services Associate - Customer Support

Five Star Solutions; Ohio; Remote; USD 18,000 - 25,000; Full time

Job summary

Five Star Solutions is seeking motivated associates to assist retirement plan participants with distribution and account inquiries. This remote role supports customers in a fast-paced environment, with training and cross-account exposure.

The position emphasizes professional communication and accurate documentation in Salesforce. Candidates should have prior customer service experience and comfort navigating multiple systems (Amplify, Word, Excel).

Qualifications

• 1 year of 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.
• Conduct web-based training sessions for clients as needed.
• Escalate client or customer issues to supervisors/managers when necessary.
• Utilize multiple applications (Amplify, Word, Excel, Salesforce) to manage client inquiries and transactions.
• Document all cases thoroughly 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 understanding of company operations and client needs.
• Participate in training sessions to enhance knowledge and skills.
• Provide back-up support for participants/account holders.
• Strong customer service skills with professionalism and empathy.
• Clear, concise, and professional telephone and written communication skills.
• Ability to de-escalate challenging calls and instill confidence in products.
• Navigate between proprietary and commercial systems for benefit-related data.
• Attention to detail when documenting in case management systems.
• Identify process failures and suggest improvements.
• Proficiency in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook).

Responsibilities

• Respond to inquiries related to retirement benefit payment issues in a fast-paced service center environment.
• 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.
• Promote online reviews when appropriate.
• Provide back-up support for participants/account holder.
• Develop a strong understanding of company operations and client needs.
• Participate in scheduled and ad hoc training sessions to enhance knowledge and skills.
• Assist with filing, record maintenance, and document imaging.

Skills

Customer service

Communication

Empathy

Attention to detail

Problem solving

Team flexibility

Tools

Salesforce

Excel

Word

Amplify

CRM

Job description

Five Star Solutions is seeking motivated associates to assist retirement plan participants with distribution and account inquiries. This remote role supports customers in a fast-paced environment, with training and cross-account exposure.

The position emphasizes professional communication and accurate documentation in Salesforce. Candidates should have prior customer service experience and comfort navigating multiple systems (Amplify, Word, Excel).