Job Description:

Summary/Objective

The customer service representative position is responsible for customer service and (a) claims review and processing for account-based employee benefit plans such as flexible spending accounts (FSA) and other related accounts; or (b) payment review and processing for continuation of benefit plans. The representative provides explanations regarding benefits and plan provisions to participants, client contacts and internal team members. The representative provides excellent customer service by interacting with internal team members, clients and participants through phone calls, emails and/or online chat and supports efficient administration of plans and department practices.

Essential Functions

An individual must be able to perform each essential duty satisfactorily. 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.

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 Acquire and maintain knowledge of general health benefits, insurance carrier, company terminology and processes, especially for plans specific to assigned clients Review and interpret insurance plan documentation and itemized information or statements from various insurance carriers and healthcare facilities/providers. Comply with plan document provisions, regulations, guidelines and company procedures Assist participants, clients or other designated contacts with trouble-shooting, problems or questions via phone or email Enter claims or payment information into system and verify accuracy for processing Maintain confidentiality and keep department, client and participant HIPAA compliant Acquire and maintain knowledge of employee benefits plans and Chard Snyder service offerings Maintain relationships through answering first line of phone calls, emails, and/or online chat from participants and clients in a friendly, courteous, professional and timely manner Interact with department team members Scan documents using copy/scan machine Provide administrative department support and team assistance as needed

Required Education and Experience

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


• Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fraction and decimals, and calculate percentages.


• Ability to read workplace rules and procedures, speak with poise and confidence, using correct English.


• Knowledge of tax-advantaged accounts and benefit plans, insurance, and/or claims or payments.


• 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.


• Six months prior work experience in an office environment and with customer service.


• Two plus years prior work experience in an office environment and with customer service and tax-advantaged accounts and employee benefit plans, insurance, and/or claims or payments preferred.


• Advanced proficiency with Excel and database applications, including formatting and formulas.


• Associate's degree in related degree program.

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 10 million Americans save for retirement and college.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").

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