Call Center Representative Job at Ascensus in Tampa

Overview

Ascensus is the largest independent retirement and Government Savings services provider in the US, helping millions of Americans save for the future. We are looking for client-focused talent who have service as part of their DNA. The hourly rate is $19. Class start date is 11/5/25. These positions are 100% fully remote.

Video Interview Process: As part of our Call Center hiring efforts, we're using a video screening process. To learn more and to help prepare for this, click here.

Training and Shifts: The first 4-6 weeks consist of training from 10:00 am to 6:30 pm EST. After training, shifts offered will be:

• 9:00 am to 5:30 pm EST
• 10:30 am to 7:00 pm EST
• 11:00 am to 7:30 pm EST
• 11:30 am to 8:00 pm EST

Responsibilities

The Call Center Representative position is responsible for customer service and processing for account-based employee benefit plans within our service center teams. Service center teams service Flexible Spending Accounts (FSA), 529 Educational Savings accounts, Qualified Plan Retirement accounts and State Sponsored Retirement Program accounts. Associates will handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products or plans. They provide high quality service to all callers via phone, email or chat. They explain benefits and plan provisions, review claims information, and update account owner contacts using provided processes. The associate provides excellent customer service through phone calls, emails and/or online chat and supports efficient administration of plans and department practices.

Essential Functions: Movement between service center roles may occur to support business needs and seasonal volume. Training is provided prior to any movement. The requirements listed are representative of the knowledge, skills, and/or ability required. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Across All Roles

• Examine, review, process, calculate and (a) pay claims based on information, plan design, insurance filings, documentation and reports; or (b) administer payments based on plan information and documentation, in a timely manner.
• Respond to account owners and participant inquiries in a timely and accurate manner. Meet department and individual service levels and quality goals. Proactively engage participants, anticipate needs, offer assistance and solutions.
• Process financial and non-financial transactions timely and accurate.
• Demonstrate flexibility and team-orientation.
• Comply with plan documents, regulations, guidelines and company procedures. Maintain confidentiality and HIPAA compliance. Protect and properly handle confidential data to prevent unauthorized access or disclosure.

Qualifications

• High school diploma or GED, and further applicable education or equivalent experience.
• 1+ years of call center or customer service experience preferred.
• Ability and proficiency with Microsoft Office and Excel; familiarity with claims processing or benefit card systems.
• Must complete a video interview assessment after applying as the next step, to be completed within 7 days of receiving the link. Preparation: allocate 30-45 minutes for the self-guided assessment; ensure camera-ready setup.
• Ability to handle stressful situations and urgent customer needs. Advanced proficiency with Excel and database applications, including formatting and formulas.
• Computer proficiency is required; excellent listening, verbal and written skills.
• Detail oriented, flexible, and self-motivated.

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 equipment. If you are suspicious about a posting, apply directly through our website.

Employer Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other

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Location note: Tampa, FL

Salary information shown: $92,000.00-$102,000.00