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 Summary
- The
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 Responsibilities
- Provide advanced technical and operational assistance to IRA customers
- Provide sales support to Financial Advisors including assistance with the IRA onboarding website
- Work with Financial Advisors to set up new SEP or SIMPLE IRA plans
- Perform support functions for IRA Owners
- Perform support functions for Employers
- Interact directly with customers, answering questions and offer
guidance regarding IRA accounts as well as the regulations surrounding
them
- Input new plan information in the system and assist Employers with the onboarding process
- Data input and verification of all customer information pertaining to the initial application
- Perform a variety of tasks related to opening, maintaining and closing out IRA accounts
- Take initiative to continuously develop skills and industry knowledge to enhance the value of all customer interactions
- Recommend and implement continuous improvements to back office
processes identified through daily interaction with customers and
internal operations teams
- Monitor reports and fix processing errors as they arise
- Act as a subject matter expert for others in the IRA department as well as other departments in Ascensus
- Perform other duties and special projects as assigned
- Creation of Adhoc reports
Supervision
None
Section 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.
- ProblemSolving - 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 appropriately
- Planning/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/tasks
We are proud to be an Equal Opportunity Employer