Bilingual Call Center Representative

Ascensus; Phoenix (AZ); Remote; USD 35,000 - 55,000; Full time

Job summary

Ascensus seeks a Call Center Representative to deliver excellence in client service for account-based employee benefit plans. This fully remote role involves handling inquiries regarding various financial accounts, ensuring top-notch customer satisfaction while maintaining compliance and confidentiality. Ideal candidates are detail-oriented, flexible, and hold a high school diploma or equivalent with experience in a client service environment.

Qualifications

• 1+ years of experience in a client service setting preferred.
• Knowledge of financial services and tax-advantaged accounts is preferred.
• Strong listening and verbal skills are essential.

Responsibilities

• Responsible for customer service and account processing in employee benefit plans.
• Handle requests from participants, financial advisors, and administrators.
• Provide high-quality service through phone, email, or chat.

Skills

Communication skills

Customer service

Detail-oriented

Flexibility

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Job description

Ascensus is the largest independent retirement and Government Savings services provider in the US, helping over 13+ million Americans save for the future. We are looking for client-focused talent who have service as part of their DNA, rather than just part of a job.

We take serving our clients seriously and need individuals who want to learn our business, embrace our core values, and work within a team environment. If you see every interaction as an opportunity to achieve client satisfaction, we want to talk with you!

Due to organizational growth, we have several exciting Full-Time opportunities with multiple shifts available. Recent graduates are encouraged to apply!

Spanish speaking bilingual

These positions are 100% fully remote

Shifts (times are in Pacific Standard Time):

1. 10:00 am to 6:30 pm
2. 10:30 am to 7:00 pm
3. 11:30 am to 8:00 pm

The first 3-4 weeks consist of training from 7:00 am to 3:30 pm PST.

The Call Center Representative position is responsible for customer service and processing for account-based employee benefit plans within our service center teams. Service center teams are accountable for servicing Flexible Spending Accounts (FSA), 529 Educational Savings accounts, Qualified Plan Retirement accounts, and State Sponsored Retirement Program accounts.

Associates will handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products, or plans. They are responsible for providing high-quality service to all callers using phone, email, or chat.

Call Center Representatives handle requests, provide explanations regarding benefits and plan provisions, review claims information, and update account owner contacts using provided processes. The associate provides excellent customer service through phone calls, emails, and/or online chat and supports efficient administration of plans and department practices.

Essential Functions include:

• Movement between service center roles to support business needs and seasonal volume, supported by training prior to any movement.
• Examine, review, process, calculate, and pay claims based on information, plan design, insurance filings, documentation, and reports.
• Respond to all account owners and participant inquiries in a timely and accurate manner.
• Meet department and individual service levels and quality goals.
• Proactively engage participants, anticipate needs, and offer assistance and solutions.
• Process financial and non-financial transactions accurately and timely.
• Maintain confidentiality and ensure HIPAA compliance.

Required Education and Experience:

• High school diploma or GED, with applicable education or experience.
• 1+ years of experience in a client service setting within financial services preferred.
• Knowledge of tax-advantaged accounts, insurance, claims, or payments preferred.
• Proficiency with Microsoft Office, Excel, and claims processing or benefit systems.
• Ability to handle stressful situations and demonstrate flexibility.
• Advanced Excel and database skills, including formulas and formatting.
• Strong listening, verbal, and written communication skills.
• Detail-oriented, flexible, and self-motivated.

Additional notes:

• For virtual remote positions, an uninterrupted workspace and family care arrangements are required.
• Internet speed of 25 MBps or better is required, with a wired connection preferred for call center roles.

At Ascensus, we strive to make a difference. We are committed to diversity and operate with transparency, guided by our core values: People Matter, Quality First, Integrity Always.

We provide equal employment opportunities to all applicants and associates, regardless of protected categories under applicable laws.