IRA Services Rep — Customer Support & Retirement Help

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 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.