Call Center Representative
Company: Ascensus
Location: Las Vegas
Posted on: April 25, 2024
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Job Description:
Ascensus is the largest independent retirement and college
savings services provider in the United States, 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 future
associates 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!
*****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:
9:00am - 5:30pm EST
9:30am - 6:00pm EST
10:30am - 7:00pm EST
12:30pm - 9:00pm 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.
Keywords: Ascensus, Paradise , Call Center Representative, Other , Las Vegas, Nevada
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