Call Center Representative

Ascensus; Phoenix (AZ); On-site; USD 22,000 - 30,000; Full time

Job summary

Ascensus is seeking customer-focused individuals for remote roles supporting retirement and government savings services. The position starts with a training period 9:00 am–5:30 pm EST for 4–6 weeks, followed by a 11:30 am–8:00 pm EST shift.

Candidates will handle claims processing, customer inquiries, and related transactions with emphasis on accuracy and confidentiality. Ideal applicants have a high school diploma or GED, 1+ year of call center experience, and strong Excel/Office skills.

Qualifications

• High school diploma or GED or equivalent experience.
• 1+ years of call center or customer service experience preferred.
• Proficiency with Microsoft Office and Excel; familiarity with claims processing or benefit card systems.
• Excellent listening, verbal and written communication skills; ability to handle stressful customer situations.
• Detail-oriented, flexible, and self-motivated.

Responsibilities

• Examine, review, process, calculate and pay claims based on information and plan design; administer payments as needed.
• Respond to account owners and participant inquiries; meet service levels and provide proactive support.
• Process financial and non-financial transactions timely and accurately.
• Demonstrate flexibility and teamwork; maintain HIPAA compliance and confidentiality.

Skills

Customer service

Communication skills

Stress management

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Claims processing systems

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****

Training: 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.

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.
• Ability to handle stressful situations regarding urgent customer needs. Advanced proficiency with Excel and database applications, including formatting and formulas.
• Computer proficiency is required
• Excellent listening, verbal and written skills
• Detail oriented, flexible, and self-motivated

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.