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Retirement Services Associate

3 hours, 36 minutes ago
United States
Full-time
Entry Level
Customer Support
Customer and Technical Support
Salesforce
Apply Now
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
View All Jobs 100

Description

  • Handle inbound participant calls, emails, and voicemails and provide accurate responses to routine inquiries.
  • Resolve client concerns related to retirement benefit programs, procedures, distributions, and payment issues.
  • Escalate complex client or customer issues to supervisors or managers as needed.
  • Conduct web-based training sessions for clients 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 services.
  • Assist with filing, record maintenance, document imaging, and backup support for participants and account holders.
  • Participate in scheduled and ad hoc training and build knowledge of company operations and client needs.

Requirements

  • Must be at least 18 years old and pass a background check in accordance with applicable 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 is preferred.
  • Strong verbal, written, telephone, and active-listening communication skills.
  • Professional, empathetic approach to customer concerns and ability to de-escalate challenging calls.
  • Comfort handling confidential billing, account, and benefit-related information.
  • Ability to navigate multiple proprietary and commercial computer systems; proficiency with Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
  • Strong problem-solving, organizational, and attention-to-detail skills, including accurate case documentation.
  • Ability to work independently and collaboratively in a fast-paced environment, manage competing priorities, and meet scheduled hours reliably.
  • Basic understanding of employee-benefit laws and regulations, particularly benefit distribution issues, is preferred; must be comfortable cross-training on other accounts.
  • Must have secure, 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

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