Retirement Services Associate

Five Star Solutions; Charlotte (NC); À distance; USD 17 000 - 24 000; Plein temps

Avantages offerts par ce poste

Paid training

Remote work

Shift differential

Résumé du poste

Five Star Solutions is seeking motivated associates to support retirement plan participants with distribution and account inquiries. This remote role requires strong customer service, attention to detail, and the ability to navigate multiple systems, including Salesforce and MS Office.

Responsibilities include handling inbound calls, emails, and voicemails, resolving issues, and documenting cases. Paid training is provided; shift differential applies and standard hours are 8:00am–8:00pm EST,

Qualifications

• Must be 18 years old
• A background check applicable with state and federal laws will be required
• 1 year Previous 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

Responsabilités

• 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

Connaissances

Customer service

Verbal communication

Written communication

Attention to detail

Multi-system navigation

Teamwork

Reliability

Cross-training

Professionalism

Outils

Salesforce

Microsoft Excel

Microsoft Word

Microsoft Outlook

Amplify website

Description du poste

We are seeking motivated associates to support retirement plan participants with their distribution and account inquiries. This role offers the opportunity to work in a fast-paced, customer-focused environment. If you have a background in finance or retirement services and enjoy delivering exceptional customer service, we want to hear from you! This is a remote position for those that reside in = AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WYWe’re looking for individuals who are passionate about delivering exceptional customer experience!

Qualifications

Must be 18 years of ageA background check applicable with state and federal laws will be required1 year Previous customer service, call center, or office experience preferredStrong verbal and written communication skillsComfortable working with billing and account informationStrong attention to detailAbility to navigate multiple computer systemsProfessional and empathetic approach to customer concernsReliable attendance and punctualityAbility to work independently and as part of a teamMust be comfortable cross training on other accounts

Responsibilities

Handle inbound participant calls, emails, and voicemails with professionalism, providing accurate answers to basic inquiriesResolve client issues, concerns, and inquiries regarding benefit programs and proceduresRespond to inquiries related to retirement benefit payment issues in a fast-paced service center environmentConduct web-based training sessions for clients as neededEscalate client or customer issues to supervisors/managers when necessaryUtilize multiple applications (Amplify website, Word, Excel, Salesforce) to manage client inquiries and transactionsAccurately and thoroughly document all cases in Salesforce case managementPromote online reviews when appropriateCreate Salesforce tickets for check copies, 1099-Rs, stop/reissue of funds, and related requestsAssist with filing, record maintenance, and document imagingDevelop a strong understanding of company operations and client needsParticipate in scheduled and ad hoc training sessions to enhance knowledge and skillsProvide back-up support for participants/account holderPerform other duties as assigned

Skills

Strong customer service skills with professionalism and empathyAbility to maintain confidentiality at all timesClear, concise, and professional telephone and written communication skillsStrong active listening skills to accurately assess caller needsAbility to remain calm and professional in a fast-paced, team-based environmentAbility to instill customer confidence in Client’s products and services while de-escalating challenging callsStrong problem-solving skills with the ability to interpret requests and resolve them within required timeframesQuick learner, able to navigate between proprietary and commercial systems to support benefit-related data and websitesStrong organizational skills with the ability to manage multiple competing prioritiesAttention to detail when documenting in case management systemsCapacity to identify process failures and recommend improvementsBasic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issuesStrong team collaboration skills with a focus on resolution within defined timeframesProficiency in Salesforce (or other CRM), Microsoft Office (Excel, Word, Outlook)Commitment to scheduled hours and reliability

Equipment Provided

Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)

$15 - $15 an hourShift differential (extra $1/hr nights & wkds)Work hours - Availability of 8:00am-8:00 pm (EST) ; Work Days - Mon-FriPaid Training - typically 1 week from 9:00am-6pm (EST)Status - Full Time / 40 hours per week

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job