Call Center Representative (Temporary)

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. We are looking for client-focused talent who have service as part of their DNA. We take serving our clients seriously and need individuals who want to learn our business, embrace our core values, and work within a team environment.

About the role

This is a temporary position with the possibility of converting to full time based on company need and performance. The hourly rate is $19. Class start dates are 9/30/26 and 10/14/26. These positions are 100% fully remote.

The first 4-6 weeks consist of training from 10:00 am to 6:30 pm EST. After training is complete, you will be offered one of the following shifts (times are in Eastern Standard Time):

• 8:00 am to 4:30 pm
• 9:00 am to 5:30 pm
• 10:00 am to 6:30 pm
• 11:00 am to 7:30 pm
• 12:00 pm to 9:00 pm

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 are accountable for servicing 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.

Responsibilities

• Movement between service center roles may take place to support business needs and seasonal volume; training will be provided prior to any role change.
• Examine, review, process, calculate, and pay claims based on information, plan design, insurance filings, documentation, and reports, or administer payments based on plan information and documentation, in a timely manner.
• Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner.
• Meet department and individual service levels and quality goals and support department business objectives.
• Proactively engage participants, anticipate their needs, offer assistance and solutions.
• Process financial and non-financial transactions timely and accurately.
• Demonstrate flexibility and team-orientation.
• Comply with plan document provisions, regulations, guidelines, and company procedures.
• Maintain confidentiality and ensure HIPAA compliance for all department, client, and participant data.
• Protect, secure, and handle all confidential data to prevent unauthorized access, improper transmission, or unapproved disclosure.
• Provide excellent customer service through phone calls, emails, and/or online chat.
• Support efficient administration of plans and department practices.
• Handle requests, provide explanations regarding benefits and plan provisions, review claims information, and update account owner contacts using provided processes.

Requirements

• 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 applications, and claims processing or benefit card systems.
• 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.
• Ability to handle stressful situations regarding urgent customer needs.

Qualified candidates must complete a video interview assessment after applying, to be completed within 7 days of receiving the link. The self-guided assessment takes 30-45 minutes and includes games and questions. You will need a smartphone, tablet, or desktop computer with a camera and microphone enabled.

Pay

The hourly rate for this position is $19.

Schedule

Training schedule: 10:00 am to 6:30 pm EST for the first 4-6 weeks.

After training, available shifts (Eastern Standard Time):

• 8:00 am to 4:30 pm
• 9:00 am to 5:30 pm
• 10:00 am to 6:30 pm
• 11:00 am to 7:30 pm
• 12:00 pm to 9:00 pm