Retirement Services Associate

3 hours, 36 minutes 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 calls, emails, and voicemails and provide accurate answers to participant inquiries.
  • Resolve issues related to retirement benefit programs, procedures, distributions, and payments.
  • Escalate complex client or customer concerns to supervisors or managers when needed.
  • Conduct web-based training sessions for clients as needed.
  • Use Amplify, Salesforce, Microsoft Word, and Excel to manage inquiries and transactions.
  • Document cases accurately and thoroughly in Salesforce case management.
  • Create Salesforce tickets for check copies, 1099-Rs, stop-payment or fund reissue requests, and related needs.
  • Maintain files and records and support document imaging.
  • Participate in scheduled and ad hoc training and provide backup support for participants and account holders.

Requirements

  • Must be at least 18 years old and able to 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 preferred.
  • Strong verbal, written, telephone, and active-listening communication skills.
  • Professional, empathetic approach to customer concerns and ability to de-escalate challenging calls.
  • Ability to handle confidential billing, account, and benefit information with attention to detail.
  • Ability to navigate multiple proprietary and commercial computer systems; proficiency with Salesforce or another CRM and Microsoft Office tools, including Excel, Word, and Outlook.
  • Strong problem-solving, organizational, and multitasking skills in a fast-paced environment.
  • Ability to work independently and collaboratively, cross-train on other accounts, and maintain reliable attendance.
  • Verified secure, reliable dedicated high-speed internet and a dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection.

Interested in this position?

Apply directly on the company website

Apply Now

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