Customer Service Representative

American Trust Custody; Pittsburgh (Allegheny County); On-site; USD 42,000 - 64,000; Full time

Job summary

American Trust Custody in Pittsburgh, PA, seeks a Customer Service Representative to join the IRA Services Team to terminate inactive defined contribution plans and transition participants into IRAs, while supporting the involuntary rollover product.

You will handle a high volume of calls, update plan records, perform participant searches, calculate benefit payments, and communicate options to participants.

Qualifications

• Experience handling high call volumes and delivering professional customer service.
• Experience writing policies and procedures.
• Familiarity with retirement industry terms and IRA regulations.
• Ability to learn new systems and troubleshoot issues.

Responsibilities

• Answer incoming participant phone calls and resolve or escalation questions and concerns.
• Work with Admin team to identify inactive and potentially abandoned plans.
• Locate and update plan and participant records in collaboration with the recordkeeper and Admin team.
• Perform participant searches using LexisNexis and third party search engines.
• Calculate benefit payments to participants and beneficiaries.
• Communicate payment rights and options to participants via written/oral correspondence.
• Review, monitor, and distribute necessary required paperwork.
• Assist with the distribution of benefits.
• Help prepare policy and procedures for the IRA call center and IRA processing.

Skills

Call center experience

Customer service

IRA knowledge

Microsoft Office

Analytical skills

Education

High school diploma or equivalent

Finance/IRA relevant coursework

Tools

LexisNexis

CRM software

Excel

Job description

American Trust & Custody, recently integrated as part of Ascensus, focuses on state-of-the-art trading and custodial reporting of mutual funds, exchange-traded funds, managed accounts, unitized funds, equities, collectives, and self-directed brokerage accounts, integrate directly into clients' recordkeeping or trust accounting systems, allowing fully electronic processing, settlement, and reporting of trades and transactions.

American Trust Custody offers best-in-class custody and trust solutions to financial advisors, institutions, asset managers, and benefits administrators across the United States.

As a member of the company's Individual Retirement Account (IRA) Services Team, the Customer Service Representative will collaborate closely with our Account Administration team to provide a high level of customer service in the facilitation of terminating inactive defined contribution retirement plans and transitioning participants into IRAs. The Customer Service Representative also supports American Trust Custody's involuntary rollover product.

Responsibilities

• Answer incoming participant phone calls and resolve or escalation player questions and concerns
• Work with our Admin team to identify inactive and potentially abandoned plans
• Locate and update plan and participant records in collaboration with the recordkeeper and Admin team
• Perform participant searches using LexisNexis and third party search engines
• Calculate benefit payments to participants and beneficiaries
• Communicate payment rights and options to participants via written/oral correspondence
• Review, monitor, and distribute necessary required paperwork
• Assist with the distribution of benefits
• Help prepare policy and procedures for the IRA call center and IRA processing

Skills/Abilities

• Ability to handle a high call volume (up to 60+ calls per day), while maintaining a high level of customer service and representing the company and its services professionally and with polish
• Ability to manage multiple tasks simultaneously and thrive in a fast-paced environment
• Ability to act in a consultative fashion and offer creative ways to address needs
• Ability to work with other team members in solving complex customer requests and completing all tasks on time
• Basic computer literacy (Microsoft Office suite and Adobe), with the ability to quickly learn new systems, navigate digital tools, and troubleshoot basic technical issues independently
• Excellent math and analytical skills including use of Excel
• Experience in writing policies and procedures

Preferred

• Experience in serving the retirement industry through record keeping, administration, custody, or equivalent services
• IRA Specialist certification and understand tax rules, escheatment, beneficiary rules, and other IRA regulations