IRA Customer Service Specialist II

Ascensus; Nevada (IA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision benefits

Health Savings Account with employer contribution

401(k) and 529 college savings match programs

Job summary

Ascensus is seeking an IRA Customer Service Specialist II in Nevada, Iowa, to deliver exceptional customer service across all contact interactions. The role demands advanced knowledge of IRAs and offers operational process and sales support to Financial Advisors, Employers, and IRA Owners.

Key responsibilities include providing technical assistance to IRA customers, interacting with clients, and ensuring compliance with IRA regulations. Candidates should have at least 2 years of industry experience and strong communication skills.

Qualifications

• Minimum of 2 years retirement services industry experience.
• Moderate ERISA knowledge and job-specific technical knowledge.
• Ability to identify and resolve complex problems.

Responsibilities

• Provide advanced technical and operational assistance to IRA customers.
• Offer sales support for Financial Advisors.
• Interact directly with customers regarding IRA accounts.

Skills

Communication Skills

Detail Orientation

Problem Solving

Technical Knowledge

Conflict Resolution

Education

Bachelor's degree in business preferred

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. The company offers a comprehensive range of trust and fund administration, asset custody, and related services and prides itself on responsiveness, honesty, and personability.

Position Summary

The IRA Customer Service Specialist II delivers exceptional customer service that exceeds expectations across all contact interactions. The role requires advanced knowledge of Traditional, Roth, SEP, and SIMPLE IRAs and provides front‑line call center and operational process and sales support to Financial Advisors, Employers, and IRA Owners.

Responsibilities

• Provide advanced technical and operational assistance to IRA customers.
• Offer sales support for Financial Advisors, including assistance with the IRA onboarding website.
• Work with Financial Advisors to set up new SEP or SIMPLE IRA plans.
• Perform support functions for IRA Owners and for Employers.
• Interact directly with customers, answering questions and offering guidance regarding IRA accounts and the regulations that govern them.
• Enter new plan information into the system and assist Employers with the onboarding process.
• Verify customer information for initial applications and perform data entry tasks.
• Handle a variety of tasks related to opening, maintaining, and closing out IRA accounts.
• Initiate daily transaction processing, including setting up new IRA plans, verifying distribution requests, processing payroll contributions, and following up on errors and other issues.
• Recommend and implement continuous improvements to back‑office processes identified through daily customer interactions and collaboration with internal operations teams.
• Monitor reports and correct processing errors as they arise.
• Act as a subject‑matter expert for others in the IRA department as well as other Ascensus departments.
• Generate ad‑hoc reports and perform other duties and special projects as assigned.

Qualifications

• Minimum of 2 years retirement services industry experience.
• Bachelor’s degree in business preferred.
• Communication Skills: Communicates with peers, colleagues, leadership, and clients on a regular basis and can explain complex processes clearly.
• Technical Knowledge: Moderate ERISA knowledge and job‑specific technical knowledge regarding abandoned plan regulations; functional knowledge of multiple operational areas.
• Problem Solving: Identifies and resolves complex problems, documents solutions, and takes ownership of issues.
• Detail Orientation vs. Big Picture: Focuses on specific task details while recognizing broader implications.
• Conflict Resolution: Handles conflicts within team scope for tasks they own.
• Training/Mentoring: Recognized subject‑matter expert; capable of explaining process flows to multiple departments.
• Risk Taking/Decision Making: Makes independent decisions on participant or plan level transactions and escalates novel situations.
• Planning/Organizing: Plans tasks 1–2 days in advance; organizes information for quick retrieval.
• Time Management/Prioritization: Works efficiently with a pre‑defined schedule yet remains flexible when needed; self‑manages tasks.
• Work Style: Works independently on specific tasks, seeks direction on complex items, maintains rapport, and demonstrates respect.
• Initiative/Work Ethic: Sets daily responsibilities, seeks additional responsibilities, participates in projects, and applies training.

Benefits

• Paid time off
• Medical, dental, and vision benefits
• Health Savings Account with employer contribution up to $1,100
• 401(k) and 529 college savings match programs
• Volunteer and charitable‑giving programs
• Business casual dress code

We are proud to be an Equal Opportunity Employer.