Participant Education Associate at Ascensus in Dresher, Pennsylvania

Posted in Other 1 day ago.

Job Description:

Section 1: Position Summary

The Participant Education Associate responsible for delivering exceptional customer service to participants of retirement plans as part of the Participant Services team. Exceptional service is professional, knowledgeable, empathetic, efficient, accurate, and adds value to the participant experience. This role engages a participant during phone interactions by providing positive assistance, solutions, and education. This role also initiates account transaction requests, researches, and responds to inquiries, and assists participants with the registration and usage of 3rd party Managed Account platforms including the underlying methodologies and personal recommendations. The Participant Education Associate provides educational information about investment options available to participants and is responsible for understanding and effectively communicating information found in fund fact sheets or prospectuses such as asset classification, performance, and risk. The role will also provide tier two support for all participant discussions regarding all investment-related topics as indicated below.

Section 2: Job Functions, Essential Duties and Responsibilities

  • Respond to all participant phone inquiries and deliver exceptional customer service. Provide timely, clear, and concise communication to participants regarding overall service expectations, procedures and timeframes related to their individual inquiry

  • Guide callers through the registration and usage of 3rd party Managed Account platforms, including explanations of their proprietary investment allocation methodologies, as well as personally recommended investments and asset allocations and the benefits of such programs to achieve desired retirement outcomes

  • Ability to discern the difference between providing advice versus guidance to participants relative to investments, and the ability to explain the difference. Utilize financial principles based on tools and programs that we offer.

  • Provide tier 2 support to core PSC associates for discussions with participants regarding investment related topics; examples include stable value fund equity wash provisions and restrictions, allocation funds (i.e. target date funds), asset allocation models, redemption fees, short-term trade restrictions (i.e. redemption fees and blocking), investment fees and expense ratios, , investment performance, outside asset administration, ER company stock, etc.

  • Educate participants on the IVR and website to allow them to self provision their needs going forward

  • Initiate and complete account transactions as requested by participants

  • Utilize all systems available to locate the correct information as needed for each participant interaction

  • Document all participant calls and transactions timely and thoroughly

  • Perform quality review of work to ensure accuracy of transactions and documentation

  • Maintain professional call management etiquette at all times

  • Meet department and individual service levels and quality goals while supporting department business objectives

  • Proactively communicate and coordinate efforts with Plan Services Group (PSG) units to address all participant service issues and provide necessary research, problem solving and resolution

  • Take active initiative in the development of your career. Continuously develop and expand your knowledge of the requirements of 401(k) plans' administration and recordkeeping. Keep updated on government rules and regulations regarding 401(k) plans.

  • 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

  • Assist with other tasks and projects as assigned


  • N/A

Section 3: Experience, Skills, Knowledge Requirements

  • Bachelor's degree in Business or related fields, or equivalent work experience

  • 3+ years customer service experience in a retirement or financial services firm/role required

  • Strong client focus and client service skills are mandatory

  • Manage client expectations

  • Exercise effective business decision skills and creative problem solving

  • Effectively balance multiple priorities and meet deadlines

  • Strong listening, verbal, and written communication skills

  • Proficient in computer navigation and software applications, MS Word and Excel in particular

  • Proactively seek out continuous growth in industry and systems knowledge and skills

  • Work well in a fast-paced team environment

  • Work in a contact center environment using a computer, mouse, keyboard, call headset and working on computer monitors for extended periods of time

  • Ability to work overtime to meet the needs of the business organization

  • Detailed understanding of investments and investment-related principles utilized in retirement programs

  • FINRA Series 6 and 63 licenses or ability to achieve in 120 days

  • Due to the licensing component and Ascensus investment, associates agree to commit to this role (internally at Ascensus) for a minimum period of 12 months from the date licenses are obtained

We are proud to be an Equal Opportunity Employer

At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for retirement, education, and healthcare through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity-housed within our Core Values: People Matter. Quality First. Integrity Always.

As a leading independent recordkeeping services partner, retirement plan third-party administrator, and government savings facilitator, we aim to hire associates who find pride in going to work every day knowing that they help more than 12 million people save for what matters.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").