Client Service Representative, RPS Document Compliance Service

Section 1: Position Summary

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.

Section 2: Job Functions, Essential Duties and Responsibilities

• 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
• Our I-Client service philosophy and our 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
• Effectively respond to internal and external client inquiries via phone and written correspondence within required timelines
• 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
• 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
• 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

Supervision

• N/A

Section 3: Experience, Skills, Knowledge 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

We are proud to be an Equal Opportunity Employer

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