IRA Customer Service Specialist

Ascensus; Greensboro (NC); Hybrid; USD 42,000 - 60,000; Full time

Job summary

The position requires effective communication, data accuracy, and adherence to regulatory guidelines, with opportunities to grow in a client-centric environment and contribute to process improvements.

Qualifications

• Clear and effective written and verbal communication with clients and colleagues
• Minimal ERISA knowledge required; strong willingness to learn
• Demonstrates problem solving with available resources and procedures
• Attention to detail with the ability to see the big picture
• Able to resolve conflicts within a team and maintain positive relationships
• Able to train/mentor fellow associates on specific tasks
• Makes reasonable, informed decisions on participant/plan level transactions
• Plans tasks 1–2 days in advance and adapts to changing priorities
• Works well independently and seeks opportunities to improve processes
• Shows initiative and strong work ethic; takes on additional duties when needed
• Bachelor’s degree preferred or equivalent industry experience
• Knowledge of financial services industry and IRA products
• Proficiency with PCs and Microsoft Office applications
• CISP certification is a plus

Responsibilities

• Adopt emerging technologies and platforms to accelerate growth and support Ascensus’ mission
• Protect and handle confidential data to prevent unauthorized access or disclosures
• embody Core Values of People Matter, Quality First and Integrity Always in daily actions
• Provide technical and operational assistance to IRA Owners
• Assist IRA Owners with back-office functions
• Interact with IRA Owners to answer questions and explain IRA regulations
• Process IRA Service Agreements accurately
• Input and verify customer information during initial applications
• Process distribution requests within defined service levels
• Scan data into the optical imaging system
• Open, maintain and close IRA accounts
• Continuously develop skills and industry knowledge for better customer interactions
• Recommend and implement improvements to back-office processes
• Perform other duties and special projects as assigned

Skills

Communication Skills

Time Management

Detail Oriented

Problem Solving

Training/Mentoring

Initiative/Work Ethic

Risk Taking/Decision Making

Planning/Organizing

Conflict Resolution

Education

Bachelor’s degree in business

Industry related work experience

Certified IRA Services Professional (CISP) a plus

Tools

Microsoft Office

Job description

Provident Trust Group, an Ascensus company, is a self-directed administrator and passive custodian that specializes in account administration, asset custody, qualified retirement account establishment including IRAs and Solo 401(k) accounts, and Corporate Trust services. Provident Trust Group offers a comprehensive range of trust and fund administration, asset custody, and related services—and we pride ourselves in being responsive, honest, and personable.

Section 1: Position Summary

The IRA Customer Service Specialist position is accountable for delivering exceptional customer service that exceeds IRA Owner expectations in all contact interactions. This position requires an advanced level of Traditional and Roth IRA knowledge and is primarily responsible for providing front-line call center and operational process support to IRA Owners. The IRA Customer Service Specialist processes applications, verifies documentation, processes distribution requests, rollovers from 401k plans, pulls fees, and replies to IRA owner inquiries.

Section 2: Job Functions, Essential Duties and Responsibilities

• Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus’ mission and client commitments.
• 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.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Provide technical and operational assistance to IRA Owners
• Assist all IRA Owners with back-office functions
• Interact directly with IRA Owners, answering questions and offer guidance regarding IRA accounts as well as the regulations surrounding them
• Process IRA Service Agreements
• Data input and verification of all customer information pertaining to the initial application
• Process distribution requests correctly and within the service levels defined within partner agreements and operational goals
• Scan all data into the optical imaging system
• Perform a variety of tasks related to opening, maintaining and closing out IRA accounts
• Take initiative to continuously develop skills and industry knowledge to enhance the value of all customer interactions
• Recommend and implement continuous improvements to back office processes identified through daily interaction with customers and internal operations teams
• Perform other duties and special projects as assigned
• Assist with other tasks and projects as assigned

Supervision

• N/A

Section 3: Experience, Skills, Knowledge Requirements

• Communication Skills - Communicates regularly with both peers and colleagues in other business units. Demonstrates ability to document procedures that are clear and easy to understand. Effectively communicates with clients on specific tasks.
• Technical Knowledge - Minimal ERISA knowledge or job specific technical knowledge required. Demonstrates proficiency of assigned tasks underpinning operational function.
• Problem Solving- Effectively solves problems with direction utilizing resources/procedures for a specific process, with a defined resolution.
• Detail Oriented Vs. Big Picture- Generally focuses and considers details on specific tasks while aware of the identified implications to the entire process associated with the task.
• Conflict Resolution - Addresses conflicts within team (direct circle of influence) related to tasks/processes for which they have direct ownership.
• Training/Mentoring - Is generally trained/mentored and has the ability to train a fellow associate on specific tasks.
• Risk Taking/Decision Making - Makes decisions on a participant or plan level transaction based on precedent (assistance may be required).
• Planning/Organizing - Generally plans 1-2 days in advance in order to meet specific tasks as defined. Generally planning for self only and vacation back-up as needed. Organized so that specific items can consistently be retrieved quickly.
• Time Management/Prioritization - Works most efficiently with a pre-defined schedule or set of existing priorities, but able to be effectively flexible if a situation calls for it. Needs assistance dealing with conflicting priorities. Capable of managing individual tasks
• Work Style - Works well independently on specific tasks. Requires some direction in more complicated or out of the box tasks. Able to develop and maintain rapport with others, demonstrates inclusiveness and respect for others.
• Initiative/Work Ethic - Completes daily work as assigned. Will seek out opportunities to assist peers with daily volumes. Independently identify areas of processing that could be improved and acted upon. Will take on additional departmental responsibilities when assigned.
• Bachelor’s degree in business is preferred or industry related work experience to commensurate to the position
• Knowledge of financial services industry and IRA products
• Proficiency with PC’s including Microsoft Office software applications
• Certified IRA Services Professional (CISP) a plus

We are proud to be an Equal Opportunity Employer