Call Center Representative

Call Center Representative (Temporary)

Location: United States

Job Description:

Full time

Remote

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Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

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!

Video Interviewing:

As part of our Call Center hiring efforts, we''re using a video screening process. 

This is a temporary position with the possibility of converting to full time based on company need and performance. The hourly rate is $19.  

These positions are 100% fully remote

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

After training is complete, you will be offered one of the shifts below (times are in Eastern Standard Time):

• 8:00 am to 4:30 pm

• 9:00 am to 5:30 pm

• 10:00 am to 6:30 pm

• 11:00 am to 7:30 pm

• 12:00 am to 9:00 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.

• 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

• High school diploma or GED, and further applicable education or equivalent experience.

• 1+ 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.

• Qualified candidates must complete a video interview assessment after applying as the next step, to be completed within 7 days of receiving the link. How to prepare: Set aside 30-45 minutes for the self-guided assessment that includes games and questions. Find a quiet place to record and be camera-ready. You'll need a smartphone, tablet, or desktop computer with your camera and microphone enabled. You'll answer questions to share your skills and experience, and bring your personality to the interview. This step accelerates the interview process, moving qualified candidates to hiring manager interview fast.

• 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