Recent college grads! Looking to leverage your college experience to start your career? At Ascensus, we're looking for great service-minded college talent to join the client service team (any major & year welcomed). NO SALES! We have several great opportunities to get in on the ground-floor and learn our business, and be part of our noble cause of helping millions of Americans save for retirement. Ascensus is a leading administrator of State-Facilitated Retirement Savings Programs, dedicated to servicing the needs of its clients, their plans, and millions of families.
In addition to a great place to start your career, we encourage our associates to bring their whole self to work every day! From our comprehensive benefits (including medical benefits, paid-time off, volunteer paid-time off; educational assistance program; professional development resources, etc.) to having an inclusive environment where you can join any of our 11 Associate Resource Groups! For more details in our we support diversity & inclusion, visit https://careers.ascensus.com/diversity-inclusion
*****This position is 100% remote within the continental US. Hired Call Center associates are NOT permitted to work outside of the US, and MUST be present for all of training classes. *****
In addition to submitting an application, completion of a PC Assessment is required. This will be emailed to qualified candidates. You must complete both to be considered.
Pay: $19 per hour
Available Shifts:
2:00pm - 10:30pm EST
2:30pm -11:00pm EST
The first 3-4 weeks consist of training from 10:00am to 6:30pm EST.
The Call Center Representative position is responsible for customer service and processing for account-based employee benefit plans within our service center teams. Service center teams are accountable for servicing 529 Educational Savings accounts, Qualified Plan Retirement accounts and State Sponsored Retirement Program accounts. Associates will handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products or plans. They are responsible for providing high quality service to all callers using phone, email or chat. Call Center Representatives handle requests, provide explanations regarding benefits and plan provisions, review claims information and update account owner contacts using provided processes. The associate provides excellent customer service through phone calls, emails and/or online chat and supports efficient administration of plans and department practices.
Essential Functions
Movement between service center roles, described above may take place to support business needs and seasonal volume, throughout the year. Training would be provided, prior to any movement to support a new product. The requirements listed are representative of the knowledge, skills, and/or ability required. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Below functions are across all roles.
Examine, review, process, calculate and (a) pay claims based on information, plan design, insurance filings, documentation and reports; or (b) administer payments based on plan information and documentation, in a timely manner.
Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner. Meet department and individual service levels and quality goals and support department business objectives. Proactively engage participants, anticipate their needs, offer assistance and solutions.
Process financial and non-financial transactions timely and accurate.
Demonstrate flexibility and team-orientation.
Comply with plan document provisions, regulations, guidelines and company procedures. Maintain confidentiality and keep department, client and participant HIPAA compliant. 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.
Required Education and Experience
Completing AND passing PC assessment required.
High school diploma or GED, and further applicable education or equivalent experience.
Bilingual (English/Spanish) preferred
1+ years of experience within a client service setting within financial services preferred
Knowledge of tax-advantaged accounts and benefit plans, insurance, and/or claims or payments, preferred.
Ability and proficiency with Microsoft Office and Excel applications, and claims processing or benefit card systems.
Ability to handle stressful situations regarding urgent customer needs. Advanced proficiency with Excel and database applications, including formatting and formulas.
Computer proficiency is required
Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fraction and decimals, and calculate percentages.
Excellent listening, verbal and written skills
Detail oriented, flexible, and self-motivated
Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.
