Customer Service Representative, Retirement Services (PA, Pittsburgh)

American Trust; Pittsburgh (Allegheny County); Hybrid; USD 40,000 - 56,000; Full time

Job summary

American Trust Custody is seeking a Customer Service Representative to join the IRA Services Team in a hybrid role based in Pittsburgh, PA. You will support the Admin team in terminating inactive defined contribution plans and transitioning participants into IRAs, while supporting involuntary rollover products.

You will answer calls, manage records, perform searches, calculate payments, and help prepare IRA policies and procedures, delivering clear and professional service to participants and

Qualifications

• Handle high call volumes (60+ calls/day) with professional service.
• Collaborate with Admin to identify inactive and abandoned plans.
• Draft and interpret policies and procedures for IRA operations.

Responsibilities

• Answer incoming participant calls and resolve questions.
• Identify inactive plans with Admin team.
• Update plan/participant records with recordkeeper.
• Perform participant searches using LexisNexis and third‑party search engines.
• Calculate benefit payments to participants and beneficiaries.
• Communicate payment rights and options in writing and verbally.
• Review, monitor, and distribute necessary required paperwork.
• Assist with distribution of benefits.
• Help prepare IRA call center policies and processing.

Skills

High call volume handling

Multitasking

Consultative problem solving

Team collaboration

Computer literacy

Math & Excel

Policy & procedure writing

Education

IRA Specialist certification (preferred)

Tools

Microsoft Office

Adobe Acrobat

Job description

Job Summary

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.

Location: Hybrid to our office in Pittsburgh, PA

Responsibilities

• Answer incoming participant phone calls and resolve or elevate 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