Call Center Representative

Ascensus is the largest independent retirement and Government Savings services provider in the US, helping millions 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! New/Recent Graduates are encouraged to apply.

As part of our Call Center hiring efforts, we’re using a video screening process. To learn more and to help prepare for this, click here!

The first 4-6 weeks consist of training from 8:00 am to 4:30 pm EST Monday through Friday in office.

Note: After training is complete, you remain in the 8am-4:30pm EST shift but will work in a hybrid schedule (Tuesday-Thursday) in office.

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.

• 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

• Associates/Bachelors degree or equivalent experience.
• 2-3 years of call center or customer service experience 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
• 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.

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