Call Center Representative

Ascensus; Phoenix (AZ); Remote; USD 10,000 - 60,000; Full time

Job summary

Ascensus, a leading provider of retirement services, is seeking a Call Center Representative to provide high-quality customer service through phone, email, and chat. This position is 100% remote and offers training, with a pay rate starting at $19 per hour. Ideal candidates should be detail-oriented, have strong communication skills, and a commitment to client satisfaction.

Qualifications

• 1+ years of call center or customer service experience preferred.
• Advanced proficiency with Excel and database applications is required.
• Excellent listening, verbal, and written skills.

Responsibilities

• Responsible for customer service and processing for account-based employee benefit plans.
• Examine, review, process claims and respond to inquiries in a timely manner.
• Demonstrate flexibility and comply with regulations, maintaining confidentiality.

Skills

Customer service

Microsoft Office

Excel

Communication skills

Detail-oriented

Education

High school diploma or GED

Job description

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!

This is a temporary position with the possibility of converting to full time based on company need and performance. The hourly rate is $19. Class start date is 6/25/25

****These positions are 100% fully remote****

As part of our Call Center hiring efforts, we're using a video screening process. To learn more and to help prepare for this, click here!

The first 4-6 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):

• 9:30 am-to6:00 pm

• 10:00 am to 6:30 pm

• 10:30 am to 7:00 pm

• 11:30 am to 8:00 pm

• 12:00 am to 9:00 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

• 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.