Customer Care Specialist II

Company: Ascensus
Location: Indianapolis
Posted on: April 3, 2025

Job Description:

Job Summary

Serves as front line support and the face of PAi to provide a positive customer experience, creating value with every customer contact in a cross-functional environment that includes, but is not limited to, 401(k) administration.

Competencies:

* Team Success


* Customer/Client Focus


* Personal Credibility


* Applied Learning



Core Responsibilities:

* Primarily responsible for answering inbound calls from employees, employers and/or Financial Advisors (FAs) of companies that have 401k services, providing solutions and processing requests generated from these calls


* Accurate and timely completion of day-to-day tasks associated with 401k plan operation


* Documents details of customer contacts and actions taken


* Proactively discovers and resolves potential problems through clear, confident, and effective communication with partners, clients, employers, agencies and external/internal customers maintaining positive working relationships to promote retention and a quality service image


* Develops and applies continuously growing product and process knowledge to effectively anticipate and meet customer service needs


* Continually identifies problems, including but not limited to procedural gaps and assists in resolving with the appropriate resource(s), such as a Leader, Quality Assurance and/or others



Job Requirements:

* Regular attendance and punctuality


* Ability to work autonomously or as part of a team


* Ability to work in a fast-paced, change driven environment


* Adherence to all company policies and procedures



Minimum Qualifications:

* High school diploma or equivalent


* 401(k) industry knowledge and experience


* Completion of Employer training (8-week internal course)


* Solid mathematical abilities and computer skills including experience with Microsoft Office Outlook, Excel and Word


* Excellent communication, analytical, problem resolution skills and detail orientation



Preferred Qualifications:

* Associates or Bachelor's degree or equivalent certifications in business, communications, finance, or accounting or equivalent work experience


* Fluent in English and Spanish


* Experience in a call center environment


* Retirement industry experience



Be 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.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for a better future through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity-housed within our Core Values: People Matter. Quality First. Integrity Always.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").

Keywords: Ascensus, Indianapolis , Customer Care Specialist II, Other , Indianapolis, Indiana