Job Description:

Chard Snyder, an Ascensus company, is a top national third-party administrator of benefit solutions including Savings & Spending Accounts, COBRA, billing, document services, and FMLA leave administration. We provide expert benefits administration for employers of all sizes, ranging from a few employees to over 400,000. Chard Snyder delivers value to our clients and plan participants through a personal approach, flexibility, smart technology, and compliance focus. Our knowledgeable team provides dedicated personal service that makes life easier for all our stakeholders.

Chard Snyder Benefit Solutions, an Ascensus company located in Mason, OH, is a leading third-party administrator of employee pre-tax savings and spending accounts and benefit continuation services. We're helping employers provide their employees opportunities that empower them to spend, save and manage the money they work so hard for, in more productive and valuable ways.

The customer service representative position is responsible for customer service and payment review and processing in our Benefit Continuation Services Department. The position is full-time, Monday - Friday from 11am to 8pm.

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.

• 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


• Assist participants, clients or other designated contacts with trouble-shooting, problems or questions via phone or email


• Enter payment information into system and verify accuracy for processing


• Acquire and maintain knowledge of general health benefits, insurance carrier, company terminology and processes, especially for plans specific to assigned clients


• Comply with plan document provisions, regulations, guidelines and company procedures


• Maintain confidentiality and keep department, client and participant HIPAA compliant


• Acquire and maintain knowledge of employee benefits plans and Chard Snyder service offerings


• Interact with department team members


• Scan documents using copy/scan machine


• Provide administrative department support and team assistance as needed

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role however some filing may be required. This would require the ability to lift files, open filing cabinets and bending as necessary.

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.


• Ability and proficiency with Microsoft Office and Excel applications


• Ability to handle stressful situations regarding urgent customer needs


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

Preferred Education and Experience

• Two plus years prior work experience in an office environment and with customer service 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

It is the policy of the company to provide equal opportunity with regard to all terms and conditions of employment. The company complies with federal and state laws prohibiting discrimination on the basis of race, color, religion, creed, national origin, disability, veteran status, age, or any other protected characteristic.

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").

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