Customer Service Representative, Retirement Services (PA, Pittsburgh)

Location: Hybrid to the office in Pittsburgh, Pennsylvania, United States

Company

American Trust Custody provides custody and trust solutions to financial advisors, institutions, asset managers, and benefits administrators across the United States.

What you will do

• Answer participant calls, resolve questions and concerns, and escalate issues when needed.
• Identify inactive or potentially abandoned retirement plans with the Account Administration team.
• Locate and update plan and participant records in coordination with recordkeepers and administrators.
• Perform participant searches using LexisNexis and other search engines.
• Calculate benefit payments, communicate payment rights and options, and distribute benefits to participants and beneficiaries.
• Review required paperwork and help prepare policies and procedures for the IRA call center and processing operations.

Requirements

• Ability to handle a high call volume of up to 60 or more calls per day while maintaining professional customer service.
• Ability to manage multiple tasks in a fast-paced environment and complete work on time.
• Consultative approach with the ability to develop creative solutions to customer needs.
• Basic computer literacy, including Microsoft Office and Adobe, with the ability to learn new systems and troubleshoot basic technical issues.
• Strong math and analytical skills, including Excel proficiency.
• Experience writing policies and procedures.

Nice to have

• Experience in retirement-industry recordkeeping, administration, custody, or equivalent services.
• IRA Specialist certification and knowledge of tax rules, escheatment, beneficiary rules, and other IRA regulations.

Culture & Benefits

• Work in a collaborative environment with Account Administration and recordkeeping teams.
• Support participants through retirement-plan administration and IRA processing.
• Represent custody and trust services for clients across the United States.