Call Center Representative

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Ascensus is the largest independent retirement and Government Savings services provider in the US, helping millions of Americans save for the future.

The Call Center Representative position is responsible for customer service and processing for account‑based employee benefit plans within our service center teams. The hourly rate is $19 per hour, the role is fully remote, and the start date is June
30,2026.

• Provide high‑quality service to callers using phone, email, or chat.
• Explain benefits and plan provisions, review claims information, and update account owner contacts.
• Examine, review, process, calculate, and pay claims based on plan design, insurance filings, documentation, and reports.
• Administrate payments based on plan information and documentation in a timely manner.
• Respond to all account owner and participant phone inquiries and requests in a timely and accurate manner.
• Meet department and individual service levels and quality goals and support department business objectives.
• Proactively engage participants, anticipate their needs, and offer assistance and solutions.
• Process financial and non‑financial transactions accurately and promptly.
• Demonstrate flexibility and team‑orientation.
• Comply with plan document provisions, regulations, guidelines, and company procedures.
• Maintain confidentiality and keep department, client, and participant data HIPAA‑compliant.
• Protect, secure, and properly handle all confidential data to prevent unauthorized access and disclosure.
• Movement between service‑center roles may occur to meet business needs and seasonal volume.

• High school diploma or GED, and additional applicable education or equivalent experience.
• At least 1 year of call‑center or customer‑service experience (preferred).
• Proficiency with Microsoft Office, Excel, and claims‑processing or benefit card systems.
• Ability to handle stressful situations involving urgent customer needs.
• Advanced proficiency with Excel and database applications, including formatting and formulas.
• Strong computer proficiency.
• Excellent listening, verbal, and written communication skills.
• Detail‑oriented, flexible, and self‑motivated.
• Awareness of employment fraud.

• Paid time off.
• Medical, dental & vision benefits.
• Health Savings Account with employer contribution up to $1,100.
• 401(k) and 529 college savings match programs.
• Volunteer and charitable‑giving programs.
• Business casual dress code.
• Professional development with in‑house training and tuition reimbursement.
• Generous reward programs.