Position Title: Client Services Representative Department: 529 Processing
Job Description
The client service representative is responsible for processing financial, non-financial and customer requests with a high degree of accuracy in an efficient manner for 529 college savings plans. Associates are responsible for following a variety of documented procedures to meet Service Level Agreements that vary across multiple plans and partners. The candidate must be able to work in a high-paced environment and have a willingness to constantly develop and learn. This position allows for the candidate to develop a core set of skills that will help develop them as they grow within a professional organization.
Job Knowledge & Requirements
The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always should be visible on a daily basis showing support of our organizational culture.
A client service representative should exemplify our core values while also show a demonstrated ability in the below requirements:
Show a willingness to gain a basic understanding of 529 plans, processes and procedures.
Show a dedication to achieving quality standards.
Work individually and within the framework of a team.
Effectively communicate with teammates and management.
Demonstrate their strong attention to detail, show strong analytical and problem-solving skills.
Be able to learn in a remote setting
Demonstrate the ability to work efficiently with technology & various programs
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.
Minimum Requirements
Location: Remote
Ability to work overtime on weekends/weekdays as dictated by business needs.
Superior attendance and lack of tardiness.
1-2 years of experience in a professional work environment or relevant experience preferred.
Bachelor's Degree or equivalent experience.
Responsibilities
Productivity/Quality
Complete core corporate training and develop a solid knowledge of the systems.
Responsible for processing a variety of financial and non-financial transactions including but not limited to deposits, enrollments, distributions, transfers and account updates in both internal systems.
Meet productivity, timeliness and quality standards that are aligned with Service Level Agreements & continuously improve month after month.
Continuously enhance transactional knowledge to help improve quality and productivity.
Teamwork
Attend and engage in team meetings.
Actively participate in continuous dialogue sessions, performance reviews and one on ones.
Work with teammates to find resolutions to any issues.
Provide support and assist periodically with other departments within Client Services.
Assist management during busy periods to mentor and evaluate new/temporary staff.
Workflow/Process Improvement
Provide input and suggestions for new standard operating procedures, applications and workflow.
Provide ideas to improve morale, engagement or culture within the organization.
Test new procedures and standard operating procedures in the internal system.
Communication
Effectively communicate with different levels and groups within the organization in a professional manner.
Share and receive feedback in an effective and professional manner.
Respond to emails and work with other departments in a professional and timely manner.
Engage with peers, management & training via Zoom, Microsoft Teams, Outlook & Lync.
Initiative
Consistently improve job knowledge to advance service capabilities through training and self-study.
Learn additional plan rules and procedures to lend support to other teams/sites.
Proactively participate in department wide recognition programs.
At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for retirement, education, and healthcare through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity-housed within our Core Values: People Matter. Quality First. Integrity Always.
As a leading independent recordkeeping services partner, retirement plan third-party administrator, and government savings facilitator, we aim to hire associates who find pride in going to work every day knowing that they help more than 12 million people save for what matters.
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").
