Customer Service Representative

ascensushr; Pittsburgh (Allegheny County); On-site; USD 42,000 - 56,000; Full time

Job summary

Ascensus, through its American Trust Custody unit, seeks a Customer Service Representative to support IRA services, terminate inactive defined contribution plans, and transition participants into IRAs. You will collaborate with the Account Administration team to ensure accurate processing, payments, and record updates.

The role requires handling up to 60+ calls daily, strong math and Excel skills, and the ability to work with policy documentation.

Qualifications

• Experience in retirement industry recommended.
• Strong customer service and call-handling skills.
• Proficiency with Microsoft Office; ability to learn new systems.

Responsibilities

• Answer incoming participant phone calls and resolve or escalate questions and concerns
• Work with Admin team to identify inactive and potentially abandoned plans
• Locate and update plan and participant records with 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 in writing and verbally
• 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

Microsoft Office

Excel

Analytical skills

Policy writing

Tools

LexisNexis

Adobe

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 escalating participant 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

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.