IRA Customer Service Specialist II

Provident Trust Group, an Ascensus company, is a self-directed administrator and passive custodian specializing in account administration, asset custody, qualified retirement account establishment including IRAs and Solo 401(k) accounts, and Corporate Trust services. We offer a comprehensive range of trust and fund administration, asset custody, and related services—and pride ourselves in being responsive, honest, and personable.

About the role

The IRA Customer Service Specialist II delivers exceptional customer service that exceeds expectations in all interactions. This role requires advanced knowledge of Traditional, Roth, SEP, and SIMPLE IRAs and provides front-line call center, operational process, and sales support to Financial Advisors, Employers, and IRA Owners. Responsibilities include setting up new IRA plans, assisting with payroll contributions, and helping IRA Owners complete applications, distribution requests, and web-based transactions. The Specialist also handles daily transaction processing, error resolution, and acts as a subject matter expert for the IRA department and other Ascensus teams.

Responsibilities

• Provide advanced technical and operational assistance to IRA customers
• Offer sales support to Financial Advisors, including assistance with the IRA onboarding website
• Set up new SEP or SIMPLE IRA plans with Financial Advisors
• Perform support functions for IRA Owners and Employers
• Answer customer questions and provide guidance on IRA accounts and regulations
• Input and verify new plan information and customer data in the system
• Assist Employers with the onboarding process
• Perform tasks related to opening, maintaining, and closing IRA accounts
• Continuously develop skills and industry knowledge to enhance customer interactions
• Recommend and implement improvements to back-office processes
• Monitor reports and resolve processing errors
• Act as a subject matter expert for the IRA department and other Ascensus teams
• Create ad-hoc reports as needed
• Perform other duties and special projects as assigned

Requirements

• Minimum of 2 years of retirement services industry experience
• Bachelor’s degree in business preferred

Skills

• Communication Skills: Confidently explains and documents complex processes clearly. Influences and gains cooperation from others, including clients and partners.
• Technical Knowledge: Moderate ERISA knowledge or job-specific expertise in abandoned plan regulations. Demonstrates technical expertise in multiple areas within Operations.
• Problem Solving: Identifies and resolves complex problems with no clear resolution. Takes ownership of issues and documents solutions effectively.
• Detail Orientation: Focuses on task details while understanding broader process implications.
• Conflict Resolution: Addresses conflicts within the team related to tasks or processes under direct ownership.
• Training/Mentoring: Serves as a subject matter expert (SME) and resource for multiple departments. Understands and communicates process flows in depth.
• Risk Taking/Decision Making: Independently makes decisions on participant or plan-level transactions and escalates unusual situations appropriately.
• Planning/Organizing: Plans 1-2 days in advance for specific tasks and ensures items are retrievable quickly.
• Time Management/Prioritization: Works efficiently with predefined schedules but requires assistance with conflicting priorities.
• Work Style: Works well independently on specific tasks but requires direction for complex or unfamiliar tasks. Develops rapport and demonstrates respect for others.
• Initiative/Work Ethic: Proactively sets daily responsibilities, seeks additional opportunities, and engages in training and feedback.