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Client Service Representative

Location:Brainerd North, MN
Level:Full Time
Category: Client Operations


Position Purpose:           

This position is primarily responsible for supporting Document Compliance Service clients regarding inquiries about their plan document, or the creation, fulfillment, and delivery of qualified plan document packages. The Client Service Representative a must adhere to strict procedures to ensure accuracy and confidentiality of client data and meet department objectives for call quality and other call center metrics.

Essential Duties and Responsibilities:

  • Effectively respond to internal and external client inquiries via phone and written correspondence within 24 hours
  • Document all verbal and written communication in appropriate systems and locations ·      Manage deadlines and work within allotted timeframes
  • Educate clients in document compliance processes and procedures
  • Adhere to strict audit procedures to ensure confidentiality of client information
  • Proactively manage client’s inquiries by monitoring and resolving issues and requests
  • Serve as a resource for Ascensus’ sales team in pre-sale support to prospective restatement customers, answering and researching their restatement service questions
  • Demonstrate the ability to recognize sales opportunities and communicate these opportunities to the DCS Manager and/or Ascensus Sales Representatives
  • Resolve all issues relating to client inquiries by working with necessary Ascensus staff and continuously following up on status until resolution is communicated to the client
  • Manage the delivery and final review of newly established plans, plan amendments and restatement kits for clients
  • Demonstrate the ability to identify, review and analyze discrepancies and questionable procedures within the unit and division by proposing written and verbal resolutions
  • Make outgoing client calls to obtain missing information or to obtain clarification of client’s intent
  • Document all verbal and written communication in appropriate systems and locations
  • Develop and expand qualified plan knowledge by attending Ascensus document training, reading Ascensus manuals and publications, and other items as directed
  • Meet expectations of the job by attendance and punctuality as outlined in the employee policy handbook
  • Performs other duties and special projects as assigned

Minimum Requirements:

  • Two year degree or equivalent work experience. Bachelor’s degree in Business, Finance or related field preferred
  • Customer service and account management experience required
  • Experience with PCs and MS Office software applications
  • Detail oriented with strong organizational and time management skills required
  • Ability to handle multiple priorities and meet deadlines in a fast paced environment
  • Ability to communicate effectively, verbally and written, to all levels within Ascensus
  • Ability to work extended hours as required in order to meet business needs
  • The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
  • 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.
  • The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

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 6 million Americans save for retirement and college.


Ascensus is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Ascensus also takes affirmative action to employ, and advance in employment, qualified women, minorities, and covered veterans. Ascensus also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws


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What makes any career at Ascensus so rewarding?

  • Collaborative, idea-sharing environment
  • Professional development
    • In-house training
    • Tuition reimbursement
  • Generous reward programs
  • Paid time off (additional purchase plan)
  • Medical, dental & vision benefits
  • Health savings account (employer contribution up to $1,100)
  • 401(k) & 529 match programs
  • Volunteer/charitable-giving programs
  • Business casual dress
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