Call Center Representatives Jobs

Ascensus is the largest independent retirement and Government Savings services provider in the US, helping over 13+ million of Americans save for the future. We are looking for client-focused talent who have service as part of their DNA, rather than just part of a job. We take serving our clients seriously and need individuals who want to learn our business, embrace our core values, and work within a team environment. If you can see every interaction as an opportunity to achieve client satisfaction, we want to talk with you! Due to organizational growth, we have several exciting Full-Time opportunities with multiple shifts available, see below. New/recent graduates are encouraged to apply!

Please complete this required PC Assessment in addition to submitting an application. You must complete both to be considered. - https://protect-us.mimecast.com/s/jDEiCYERyMCoYOB1F0t3WC?domain=ondemandassessment.com

****These positions are 100% fully remote****

Shifts (times are in Eastern Standard Time):

• 11:30 am to 8:00 pm
• 11:00 am to 7:30 pm
• 12:30 pm to 9:00 pm
• 2:30 pm to 11:00 pm
• 12:00 pm to 8:30 pm

The first 3-4 weeks consist of training from 10:00 am to 6:30 pm.

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 Flexible Spending Accounts (FSA), 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.

• 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.
• Demonstrate flexibility and team-orientation.
• 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.
• 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.
• Process financial and non-financial transactions timely and accurate.

Required Education and Experience

• Excellent listening, verbal and written skills
• Detail oriented, flexible, and self-motivated
• Ability and proficiency with Microsoft Office and Excel applications, and claims processing or benefit card systems.
• High school diploma or GED, and further applicable education or equivalent experience.
• Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fraction and decimals, and calculate percentages.
• 1+ years of experience within a client service setting within financial services preferred
• Computer proficiency is required
• Knowledge of tax-advantaged accounts and benefit plans, insurance, and/or claims or payments, preferred.
• Ability to handle stressful situations regarding urgent customer needs. Advanced proficiency with Excel and database applications, including formatting and formulas.

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.