Call Center Representative

Ascensus; Missouri; Hybrid; USD 54,443,000 - 65,436,000; Full time

Benefits offered by this job

Professional development

Tuition reimbursement

Paid time off

Medical, dental & vision benefits

Health Savings Account

401(k) & 529 college savings match

Volunteer programs

Business casual dress

Job summary

Ascensus is seeking a Call Center Representative to deliver exceptional customer service for account-based employee benefit plans. This 100% remote role starts with a training period from 9:00 am to 5:30 pm EST, followed by a shift from 11:30 am to 8:00 pm EST.

You will assist participants, financial advisors, and plan administrators via phone, email, or chat. Ideal candidates have 1+ years in a call center or customer service environment and are proficient with Microsoft Office and Excel.

Qualifications

• High school diploma or GED required.
• 1+ years of call center or customer service experience preferred.
• Proficiency with Microsoft Office and Excel; claims processing or benefit systems experience a plus.

Responsibilities

• Handle customer requests via phone, email or chat with high-quality service.
• Explain benefits and plan provisions to account owners and participants.
• Update account information and process claims or payments accurately and timely.
• Meet department service levels and contribute to team objectives.
• Maintain confidentiality and HIPAA compliance.

Skills

Customer service

Communication

Microsoft Office

Excel

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. Ascensus is the largest independent retirement and Government Savings services provider in the US, helping millions of 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 can see every interaction as an opportunity to achieve client satisfaction, we want to talk with you!

The hourly rate is $19. Class start date is 10/7/25. These positions are 100% fully remote.

Video Interview Process: As part of our Call Center hiring efforts, we're using a video screening process.

The first 4-6 weeks consist of training from 9:00 am to 5:30 pm EST. After training is complete, the shift offered will be 11:30am to 8:00pm EST.

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: 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.

Qualified candidates must complete a video interview assessment after applying as the next step, to be completed within 7 days of receiving the link.

Ascensus helps millions of people save for a better future.

What makes any career at Ascensus so rewarding?

• Collaborative, idea-sharing environment
• Professional Development with in-house training and tuition reimbursement
• Generous reward programs
• Paid time off
• Medical, dental & vision benefits
• Health Savings Account with employer contribution up to $1,100
• 401(k) & 529 college savings match programs
• Volunteer and charitable-giving programs
• Business casual dress