Remote Agility Associate, Agility Team bei Ascensus

Section 1: Position Summary

An Agility Associate is cross trained across multiple business lines to provide support wherever most needed.  These associates handle all 529 and State Facilitated Retirement Program (SFRP) call types and provide service level support for unexpected call spikes.

Responsible for providing high-quality service to all 529 Plan participants and SFRP clients during interactions for anyone seeking information or executing requests on specific accounts, product or plan information, technical support, and policies and procedures.

Section 2: Job Functions, Essential Duties and Responsibilities

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Field inbound and outbound calls and emails to provide product support, plan information, technical support, and policy and procedure guidance within department service standards.
• Research and resolve complex issues in a timely manner to completion.
• Be a proactive and willing participant in projects aimed at business development.
• Accurately record customer feedback.
• Work with a team to maintain accurate customer records, including case creation of all customer interactions to communicate business trends in servicing clients.
• Perform data entry to record client requests.
• Assist with back-office functions as needed.
• Demonstrate focus on improving workflows, policies, and procedures.
• Communicate effectively with additional Ascensus departments to accomplish organizational objectives.
• Address opportunities to maintain and improve business relationships with clients.
• Participate in ongoing professional development opportunities, including SFRP, IRA, and financial services industry knowledge in support of clients.
• Ability to identify issues and offer solutions.

Supervision  

• N/A

Section 3:  Experience, Skills, Knowledge Requirements

• Product knowledge for both 529 and SFRP (training provided as needed).
• Ability to adjust rapidly to changing demands and priorities.
• Ability to present complex information to different audiences.
• A dedication to quality customer service.
• Urgency and commitment to deadlines and goals.
• Strong problem resolution and communication skills.
• Exceptional work ethic and team player attitude.
• Effective organization skills and ability to multi-task.
• Self-motivation to consistently improve job knowledge and increase service capabilities.
• Bilingual (Spanish) preferred.
• Flexibility and adaptability to pivot focus.
• Commitment to excellence and self-improvement.
• Clear and concise communication.
• Self-managed.
• Use of knowledge management systems.
• Collaborative mindset.

We are proud to be an Equal Opportunity Employer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.