Retirement Services Associate

1 day, 5 hours ago
Full-time
Entry Level
Customer and Technical Support
Five Star Solutions

Five Star Solutions

Five Star Solutions is a global Business Process Outsourcing (BPO) and Customer Experience (CX) partner based in Sioux Falls, South Dakota. Founded in 1986, the company specializes in secure and scalable contact center services, blending human expertise with advanced technology. It serves a diverse range of industries, including healthcare, retail, financial services, government, travel, insurance, and fintech. The company offers a comprehensive suite of services, including contact center operations, CX management, AI-enabled contact centers, and specialized industry solutions. Five Star Solutions emphasizes security and compliance, ensuring that its operations meet regulatory standards such as HIPAA and GDPR. With a workforce of 1,001 to 5,000 professionals, the company operates from locations in the United States, Guatemala, and the Philippines, providing tailored support strategies to meet the unique needs of its clients.

outsourcing/offshoring
1001-5000
Founded 1986

Description

  • Handle inbound participant calls, emails, and voicemails and provide accurate responses to basic inquiries.
  • Resolve participant concerns regarding retirement benefit programs, procedures, distributions, and payment issues.
  • Escalate complex client or customer issues to supervisors or managers when needed.
  • Use Amplify, Salesforce, Microsoft Word, and Excel to manage inquiries and transactions.
  • Document cases thoroughly and accurately in Salesforce case management.
  • Create Salesforce tickets for check copies, 1099-R forms, stop-payment or fund reissue requests, and related needs.
  • Conduct web-based client training sessions as needed.
  • Maintain filing, records, and document imaging; provide backup support for participants and account holders.
  • Participate in scheduled and ad hoc training and identify opportunities for process improvement.

Requirements

  • Must be at least 18 years old and able to pass a background check in accordance with state and federal laws.
  • Must 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, or WY.
  • At least 1 year of customer service, call center, or office experience preferred.
  • Strong verbal, written, telephone, active-listening, and customer service skills.
  • Ability to handle billing and account information confidentially with professionalism and empathy.
  • Ability to remain calm, de-escalate challenging calls, and resolve requests within required timeframes.
  • Proficiency with Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
  • Ability to navigate multiple proprietary and commercial computer systems and manage competing priorities.
  • Basic understanding of employee-benefit laws and regulations, particularly benefit distribution issues.
  • Must have reliable dedicated high-speed internet, a direct LAN connection, and a dedicated workspace with a desk, chair, and electrical outlet.

Interested in this position?

Apply directly on the company website

Apply Now

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