IRA Customer Service Specialist

Role Details

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

• 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

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically , it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for retirement, education, and healthcare through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity—housed within our Core Values: People Matter. Quality First. Integrity Always.®

As a leading independent recordkeeping services partner, retirement plan third-party administrator, and government savings facilitator, we aim to hire associates who find pride in going to work every day knowing that they help more than 12 million people save for what matters.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).

Ascensus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.