IRA Services Specialist - Customer Care & Benefits

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

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