Bilingual Call Center Representative

Ascensus; United States; Remote; USD 22,000 - 31,000; Full time

Benefits offered by this job

100% remote

Job summary

Ascensus is a leading technology and service platform powering a broad range of savings plans in the United States. The Call Center Representative handles customer service and processing for account-based benefit plans including FSA, 529, and retirement accounts.

The role is fully remote with 4 weeks of training from 10:00 am to 6:30 pm EST. Shifts run in EST hours: Late Shift options from 11:30 am to 8:00 pm, etc.

Qualifications

• Bilingual in English and Spanish is required.
• High school diploma or GED or equivalent experience.
• 1+ years of call center or customer service experience preferred.
• Proficient with Microsoft Office and Excel; familiarity with claims processing or benefit card systems.

Responsibilities

• Handle requests from participants, financial advisors, and plan administrators via phone, email, or chat.
• Process and review account information and updates with accuracy.
• Assist with training shifts and potential movement across service center roles.
• Maintain confidentiality and HIPAA compliance when handling sensitive data.
• Meet or exceed department service levels and quality goals.

Skills

Bilingual English/Spanish

Customer service

Active listening & communication

Detail-oriented

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Job description

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

The hourly rate is $19. Class start dates are:

• 8/5/26
• These positions are 100% fully remote****

The first 4 weeks consist of training from 10:00 am to 6:30 pm EST. After training is complete, you will be offered one of the shifts below (times are in Eastern Standard Time ):

Late Shift

• 11:30 am to 8:00 pm
• 12:30 pm to 9:00 pm
• 1:30 pm to 10:00 pm
• 2:30 pm to 11:00 pm

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

Movement between service center roles, described above may take place to support business needs and seasonal volume, throughout the year. Training would be provided, prior to any movement to support a new product. The requirements listed are representative of the knowledge, skills, and/or ability required. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Below Functions Are Across All Roles.

• Examine, review, process, calculate and (a) pay claims based on information, plan design, insurance filings, documentation and reports; or (b) administer payments based on plan information and documentation, in a timely manner.
• Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner. Meet department and individual service levels and quality goals and support department business objectives. Proactively engage participants, anticipate their needs, offer assistance and solutions.
• Process financial and non-financial transactions timely and accurate.
• Demonstrate flexibility and team-orientation.
• Comply with plan document provisions, regulations, guidelines and company procedures. Maintain confidentiality and keep department, client and participant HIPAA compliant. Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

Required Education And Experience

• Bilingual in English and Spanish required.
• High school diploma or GED, and further applicable education or equivalent experience.
• 1+ years of call center or customer service experience preferred
• Ability and proficiency with Microsoft Office and Excel applications, and claims processing or benefit card systems.
• Computer proficiency is required
• Excellent listening, verbal and written skills
• Detail oriented, flexible, and self-motivated