Remote Retirement Services Specialist

Five Star Solutions; North Carolina; Remote; USD 21,000 - 26,000; Full time

Benefits offered by this job

Paid Training

Remote work

Shift differential

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 delivering exceptional customer service in a fast-paced environment and requires comfort with billing, account information, and navigating multiple systems.

You will use Salesforce, Amplify, Excel, and other tools to manage inquiries and document cases.

Qualifications

• 1 year previous customer service, call center, or office experience preferred
• Comfortable handling billing and account information
• Ability to navigate multiple computer systems

Responsibilities

• 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
• Capacity to identify process failures and recommend improvements
• Proficiency in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook)

Skills

Customer service

Call center

Billing knowledge

Multi-system navigation

Empathy

Cross-training

Salesforce

CRM familiarity

Microsoft Office

Tools

Salesforce

Amplify

Excel

Word

Outlook

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 delivering exceptional customer service in a fast-paced environment and requires comfort with billing, account information, and navigating multiple systems.

You will use Salesforce, Amplify, Excel, and other tools to manage inquiries and document cases.