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Customer Service Jobs in Pittsburgh, PA

Customer Service Representative, Retirement Services

AmericanTCS

Pittsburgh, PA

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JOB DETAILS
SKILLS
Administrative Management, Adobe Product Family, Analysis Skills, Asset Management, Automation, Bookkeeping, Brokerage, Call Centers, Call Volume, Compensation and Benefits, Computer Skills, Customer Support/Service, Finance, Financial Services, Identify Issues, LexisNexis, Mathematics, Microsoft Office, Multitasking, Policy Development, Procedure Development, Record Keeping, Records Management, Regulations, Retirement Plan, Retirement and Pension Management, Search Engines, Team Player, Technical Support, Telephone Skills, Time Management, Wealth Management
LOCATION
Pittsburgh, PA
POSTED
1 day ago
Description

Job Summary

American Trust Custody offers best-in-class custody and trust solutions to financial advisors, institutions, asset managers, and benefits administrators across the United States.

As a member of the company's IndividualRetirement Account (IRA) Services Team, the Customer Service Representative will collaborate closely with our Account Administration team to provide a high level of customer service in the facilitation of terminating inactive defined contribution retirement plans and transitioning participants into IRAs. The Customer Service Representative also supports American Trust Custody's involuntary rollover product.

Location: Hybrid to our office in Pittsburgh, PA

Responsibilities
  • Answer incoming participant phone calls and resolve or escalate participant questions and concerns
  • Work with our Admin team to identify inactive and potentially abandoned plans
  • Locate and update plan and participant records in collaboration with the recordkeeper and Admin team
  • Perform participant searches using LexisNexis and third party search engines
  • Calculate benefit payments to participants and beneficiaries
  • Communicate payment rights and options to participants via written/oral correspondence
  • Review, monitor, and distribute necessary required paperwork
  • Assist with the distribution of benefits
  • Help prepare policy and procedures for the IRA call center and IRA processing
Skills/Abilities
  • Ability to handle a high call volume (up to 60+ calls per day), while maintaining a high level of customer service and representing the company and its services professionally and with polish
  • Ability to manage multiple tasks simultaneously and thrive in a fast-paced envionmnet
  • Ability to act in a consultative fashion and offer creative ways to address needs
  • Ability to work with other team members in solving complex customer requests and completing all tasks on time
  • Basic computer literacy (Microsoft Office suite and Adobe), with the ability to quickly learn new systems, navigate digital tools, and troubleshoot basic technical issues independently
  • Excellent math and analytical skills including use of Excel
  • Experience in writing policies and procedures
Preferred:
  • Experience in serving the retirement industry through record keeping, administration, custody, or equivalent services
  • IRA Specialist certification and understand tax rules, escheatment, beneficiary rules, and other IRA regulations


About the Organization
Who We Are:

EdgeCo Holdings is made up of several affiliated financial services companies, including AmericanTCS Holdings and NewEdge Capital Group. For over four decades, the EdgeCo companies have provided a suite of technology and support services to financial intermediaries and their clients, including full-service retirement plan administration, wealth management, brokerage, advisory, and trust and custody solutions.

AmericanTCS was built by a dedication to innovation, integrity, and desire to help people achieve a successful financial outcome. AmericanTCS is comprised of several subsidiary companies, divisions, and brands, including American Trust Custody, American Trust Retirement, American Trust Wealth, American Technology Automation (Pension Pro and Hub+), and FiduciaryxChange. Together, they provide industry-leading financial services to the American workforce with the mission to create financial security for all Americans. Currently, AmericanTCS has over $695 billion assets and supports over 425K retirement plans.

What We Offer:

Compensation will be comprised of a base salary and an opportunity to qualify for bonus(es) or commissions. EdgeCo Holdings' benefit package includes health, dental, vision, short-term disability, long-term disability, life insurance, PTO and 401(k) match (after applicable waiting periods).

Applications will be accepted on an ongoing basis.

EOE Statement
Equal Opportunity Employment

EdgeCo Holdings, along with its subsidiaries, is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, sexual orientation, national origin, age, disability, marital status, veteran status or any other status protected by applicable law.

This position is currently accepting applications.

About the Company

A

AmericanTCS

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