Retirement Services Associate
About the job
- Must be at least 18 years of age.
- Must pass a background check applicable under state and federal laws.
- One year of previous customer service, call center, or office experience is preferred.
- Must have strong verbal and written communication skills.
- Must be comfortable working with billing and account information.
- Must be able to navigate multiple computer systems.
- Must be comfortable cross-training on other accounts.
- Must maintain confidentiality.
- Must be able to actively listen and assess caller needs, de-escalate challenging calls, and resolve requests within required timeframes.
- Must be able to remain calm and professional in a fast-paced, team-based environment.
- Must be able to navigate proprietary and commercial systems supporting benefit-related data and websites.
- Must have a basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
- Must be proficient in Salesforce or another customer relationship management system, and Microsoft Office applications including Excel, Word, and Outlook.
- Must reliably work scheduled hours and maintain reliable attendance and punctuality.
- Must have secure, reliable, dedicated high-speed internet service and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
- Handle inbound participant calls, emails, and voicemails professionally and provide 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 or managers when necessary.
- Use the Amplify website, Word, Excel, Salesforce, and other applications to manage client inquiries and transactions.
- Accurately 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 an 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 and account holders.
- Identify process failures and recommend improvements.
- Perform other duties as assigned.
- A background in finance or retirement services is desirable.
About the company
Five Star Solutions builds and runs intelligent customer experience (CX) environments by integrating AI, scalable CX technology, and global teams to connect agents, data, workflows, and automation in one system. Its products and services use CX platforms, AI-assisted guidance, and real-time analytics to improve visibility, streamline operations, and lower the cost of customer support while maintaining high-quality service. The company differentiates itself with a unified, end-to-end CX platform approach that combines people, processes, and technology, delivered through onshore, nearshore, and offshore teams to fit regulated, high-growth, and high-demand environments. Its goal is to help organizations move faster, scale easily, and deliver consistent, reliable customer care over the long term.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Sioux Falls, South Dakota
Founded
1986
Get referred to Five Star Solutions
See people who can refer or advise you
Simplify's Take
What believers are saying
- Five Star bought West Chester Vending on May 21, 2026, extending Cincinnati coverage.
- The August 10, 2026 Nashville center doubled picking lines and quadrupled cold storage.
- Revelio shows 3,193 employees in March 2026 and 481 2026 job postings.
What critics are saying
- West Chester, Krodel, and Jordan integrations in 2026 can distract managers and break service quality.
- BBB logged four complaints in three years, signaling recurring customer-service friction.
- Private, fragmented competition can undercut margins and win local accounts faster.
What makes Five Star Solutions unique
- Founded 1993, Five Star serves breakroom services across 11 states from Chattanooga.
- Its 40 branches combine vending, micro markets, coffee, pantry, dining, and fresh food.
- Largest Canteen franchise operator gives Five Star Compass-linked scale and purchasing leverage.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Remote Work Options