IRA Customer Service Specialist II, Trust Services

Section 1: Position Summary

• The IRA Customer Service Specialist II position is responsible for delivering exceptional customer service that exceeds customer expectations in all contact interactions.  This position requires an advanced level of Traditional, Roth, and SEP and SIMPLE IRA knowledge and is responsible for providing front-line call center and operational process and sales support to Financial Advisors, Employers, and IRA Owners.  The IRA Customer Service Specialist II works with Financial Advisors to set up new IRA plans, assists Employers with submitting payroll contributions, and helps IRA Owners complete and submit applications, distribution requests and web based transactions.  The IRA Customer Service Specialist II is also responsible for daily transaction processing including setting up new IRA plans, initiating and or verifying distribution requests, processing payroll contributions, and following up on errors and other issues as they arise.

Section 2: Job Functions, Essential Duties and Responsibilities

• Provide advanced technical and operational assistance to IRA customers
• Provide sales support to Financial Advisors including assistance with the IRA onboarding website
• Work with Financial Advisors to set up new SEP or SIMPLE IRA plans
• Perform support functions for IRA Owners
• Perform support functions for Employers
• Interact directly with customers, answering questions and offer guidance regarding IRA accounts as well as the regulations surrounding them
• Input new plan information in the system and assist Employers with the onboarding process
• Data input and verification of all customer information pertaining to the initial application
• Perform a variety of tasks related to opening, maintaining and closing out IRA accounts
• Take initiative to continuously develop skills and industry knowledge to enhance the value of all customer interactions
• Recommend and implement continuous improvements to back office processes identified through daily interaction with customers and internal operations teams
• Monitor reports and fix processing errors as they arise
• Act as a subject matter expert for others in the IRA department as well as other departments in Ascensus
• Perform other duties and special projects as assigned
• Creation of Adhoc reports

Supervision  

None

Section 3:  Experience, Skills, Knowledge Requirements

• A minimum of 2 years retirement services industry experience.
• Bachelor’s degree in business preferred. 
• Communication Skills - Communicates with peers, colleagues (including leadership), and clients on a regular basis and periodically with partners. Demonstrates ability to confidently explain and/or document complex processes in a clear and easy to understand manner.  Required to influence and gain cooperation from others (including clients/partners).
• Technical Knowledge - Moderate ERISA knowledge or job specific technical knowledge regarding abandoned plan regulations.  Demonstrates technical expertise in more than one area within Operations and has functional knowledge of other areas within Operations.
• Problem Solving - Identifies and solves complex problems for a variety of processes with no clear resolution. Consistently takes ownership of problems.  Able to effectively document/explain solution.
• Detail Oriented Vs. Big Picture- Generally focuses and understands details on specific tasks while understanding to a limited extent the identified implications to the entire process associated with the task.
• Conflict Resolution - Addresses conflicts within team (direct circle of influence) related to tasks/processes for which they have direct ownership.
• Training/Mentoring - Considered a subject matter expert (SME) that is looked upon as a resource by multiple departments.  Understands process flows related to their department in depth and can effectively communicate them.
• Risk Taking/Decision Making - Independently makes decisions on participant or plan level transactions and recognizes new "outside the box" situations and escalates those appropriately
• Planning/Organizing - Generally plans 1-2 days in advance in order to meet specific tasks as defined.  Generally planning for self only and vacation back-up as needed.  Organized so that specific items can consistently be retrieved quickly.
• Time Management/Prioritization - Works most efficiently with a pre-defined schedule or set of existing priorities, but able to be effectively flexible if a situation calls for it.  Needs assistance dealing with conflicting priorities.  Responsibility to manage own tasks.
• Work Style - Works well independently on specific tasks.  Requires some direction in more complicated or out of the box tasks.   Able to develop and maintain rapport with others, demonstrates sensitivity and respect for others.
• Initiative/Work Ethic - Proactively sets daily responsibilities to ensure deliverables are met.  Proactively seeks out opportunities for additional responsibilities.  Regularly participates in organizational/departmental projects.  Proactively seeks feedback, engages in training opportunities, and applies training to daily functions/tasks

We are proud to be an Equal Opportunity Employer

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