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Provident Trust Group, an Ascensus company, is a self-directed administrator and passive custodian that specializes in account administration, asset custody, qualified retirement account establishment including IRAs and Solo 401(k) accounts, and Corporate Trust services. Provident Trust Group offers a comprehensive range of trust and fund administration, asset custody, and related services—and we pride ourselves in being responsive, honest, and personable.Section 1: Position SummaryThe 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 ResponsibilitiesProvide advanced technical and operational assistance to IRA customersProvide sales support to Financial Advisors including assistance with the IRA onboarding websiteWork with Financial Advisors to set up new SEP or SIMPLE IRA plansPerform support functions for IRA OwnersPerform support functions for EmployersInteract directly with customers, answering questions and offer guidance regarding IRA accounts as well as the regulations surrounding themInput new plan information in the system and assist Employers with the onboarding processData input and verification of all customer information pertaining to the initial applicationPerform a variety of tasks related to opening, maintaining and closing out IRA accountsTake initiative to continuously develop skills and industry knowledge to enhance the value of all customer interactionsRecommend and implement continuous improvements to back office processes identified through daily interaction with customers and internal operations teamsMonitor reports and fix processing errors as they ariseAct as a subject matter expert for others in the IRA department as well as other departments in AscensusPerform other duties and special projects as assignedCreation of Adhoc reportsSupervision NoneSection 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 appropriatelyPlanning/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/tasksWe are proud to be an Equal Opportunity EmployerBe aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website. About UsAscensus helps millions of people save for retirement, education and healthcare. Helping someone plan for their future is a great way to spend yours!Ascensus is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, 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 American with Disabilities Act and applicable state laws.
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