Customer Service Representative

Customer Service Representative

American Trust & Custody, recently integrated as part of Ascensus, focuses on state-of-the-art trading and custodial reporting of mutual funds, exchange-traded funds, managed accounts, unitized funds, equities, collectives, and self-directed brokerage accounts, integrate directly into clients' recordkeeping or trust accounting systems, allowing fully electronic processing, settlement, and reporting of trades and transactions.

American Trust Custody offers best-in-class custody and trust solutions to financial advisors, institutions, asset managers, and benefits administrators across the United States.

As a member of the company's Individual Retirement Account (IRA) Services Team, the Customer Service Representative will collaborate closely with our Account Administration team to provide a high level of customer service in the facilitation of terminating inactive defined contribution retirement plans and transitioning participants into IRAs. The Customer Service Representative also supports American Trust Custody's involuntary rollover product.

Responsibilities

Answer incoming participant phone calls and resolve or escalate participant questions and concerns

Work with our Admin team to identify inactive and potentially abandoned plans

Locate and update plan and participant records in collaboration with the recordkeeper and Admin team

Perform participant searches using LexisNexis and third party search engines

Calculate benefit payments to participants and beneficiaries

Communicate payment rights and options to participants via written/oral correspondence

Review, monitor, and distribute necessary required paperwork

Assist with the distribution of benefits

Help prepare policy and procedures for the IRA call center and IRA processing

Skills/Abilities

Ability to handle a high call volume (up to 60+ calls per day), while maintaining a high level of customer service and representing the company and its services professionally and with polish

Ability to manage multiple tasks simultaneously and thrive in a fast-paced environment

Ability to act in a consultative fashion and offer creative ways to address needs

Ability to work with other team members in solving complex customer requests and completing all tasks on time

Basic computer literacy (Microsoft Office suite and Adobe), with the ability to quickly learn new systems, navigate digital tools, and troubleshoot basic technical issues independently

Excellent math and analytical skills including use of Excel

Experience in writing policies and procedures

Preferred:

Experience in serving the retirement industry through record keeping, administration, custody, or equivalent services

IRA Specialist certification and understand tax rules, escheatment, beneficiary rules, and other IRA regulations

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