IRA Customer Service Specialist II

This is a fully remote position, open to applicants in Nevada.

📋 Description

• Provide outstanding customer service throughout all customer interactions.

• Offer front-line call center support, operational processes, and sales assistance to Financial Advisors, Employers, and IRA Owners.

• Collaborate with Financial Advisors to establish new SEP or SIMPLE IRA plans.

• Assist Employers in submitting payroll contributions and onboarding processes.

• Aid IRA Owners in completing and submitting applications, distribution requests, and transactions via the web.

• Handle daily IRA transactions, including setting up new plans, processing distribution requests, and managing payroll contributions.

• Follow up on processing errors and resolve related issues.

• Provide advanced technical and operational support to IRA customers.

• Enter and verify customer and new plan information.

• Open, manage, and close IRA accounts.

• Suggest and implement enhancements to back-office procedures.

• Monitor reports and rectify processing errors.

• Serve as a subject matter expert for the IRA department and other Ascensus departments.

• Generate ad hoc reports and undertake assigned responsibilities and special projects.

⛳️ Requirements

• At least 2 years of experience in the retirement services industry.

• A Bachelor’s degree in business is preferred.

• Proficient in communicating with peers, colleagues, leadership, clients, and occasionally with partners.

• Capable of clearly explaining and documenting complex processes.

• Skilled in influencing and gaining cooperation from clients and partners.

• Moderate knowledge of ERISA or specific technical knowledge related to abandoned plan regulations.

• Technical proficiency in multiple Operations areas and functional knowledge of other Operations fields.

• Ability to identify and resolve complex process challenges.

• Competent in documenting and explaining solutions effectively.

• Capable of making independent decisions regarding participant- or plan-level transactions.

• Able to recognize unusual circumstances and escalate them appropriately.

• Proficient in planning, organizing, prioritizing, and managing tasks.

• Able to work independently while maintaining strong relationships with others.

• Proactive in meeting deliverables, seeking responsibilities, engaging in projects, soliciting feedback, and applying training.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Retirement savings plans with employer matching.

• Opportunities for professional development and growth.

• Flexible work arrangements and paid time off.