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.
- Strong verbal and written communication skills.
- Comfort handling billing and account information.
- Ability to navigate multiple computer systems.
- Ability to work independently and as part of a team.
- Must be comfortable cross-training on other accounts.
- Ability to maintain confidentiality.
- Clear, concise, professional telephone and written communication skills.
- Strong active listening skills to assess caller needs.
- Ability to remain calm and professional in a fast-paced, team-based environment.
- Ability to build customer confidence in client products and services while de-escalating challenging calls.
- Problem-solving ability to interpret requests and resolve them within required timeframes.
- Ability to learn and navigate proprietary and commercial systems supporting benefit-related data and websites.
- Organizational skills to manage competing priorities.
- Attention to detail when documenting in case management systems.
- Ability to identify process failures and recommend improvements.
- Basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
- Proficiency in Salesforce or another customer relationship management system, and Microsoft Office applications including Excel, Word, and Outlook.
- Must have secure, reliable, dedicated high-speed internet service and a 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 about 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, and Salesforce to manage client inquiries and transactions.
- Document all cases accurately and thoroughly in Salesforce case management.
- Promote online reviews when appropriate.
- Create Salesforce tickets for check copies, 1099-Rs, stop or 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 backup support for participants or account holders.
- Perform other duties as assigned.
- One year of previous customer service, call center, or office experience is preferred.
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
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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.
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Benefits
- Remote Work Options