Job Summary

American Trust Custody offers best-in-class custody and trust solutions to financial advisors, institutions, asset managers, and benefits adminstistrators across the United States.

As a member of the company’s Individual Retirement Account (IRA) Services Team, the Customer Service Representative will collaborate closely with our Account Administration team to provide a high level of customer service in the facilitation of terminating inactive defined contribution retirement plans and transitioning participants into IRAs. The Customer Service Representative also support Mid Atlantic’s involuntary rollover product.

 

Responsibilities

  • Answer incoming participant phone calls and resolve or escalate participant questions and concerns
  • Work with our Admin team to identify inactive and potentially abandoned plans
  • Locate and update plan and participant records in collaboration with the recordkeeper and Admin team
  • Perform participant searches using LexisNexis and third party search engines
  • Calculate benefit payments to participants and beneficiaries
  • Communicate payment rights and options to participants via written/oral correspondence
  • Distribute necessary required paperwork
  • Assist with the distribution of benefits
  • Help prepare policy and procedures for the IRA call center and IRA processing

 

Skills/Abilities

  • Ability to handle a high call volume (up to 60+ calls per day), while maintaining a high level of customer service
  • Experience in serving the retirement industry through record keeping, administration, custody, or equivalent services preferred
  • IRA Specialist certification and understand tax rules, escheatment, beneficiary rules, and other IRA regulations preferred
  • Ability to manage multiple tasks simultaneously
  • Experience in writing policies and procedures
  • Represent the company and its services professionally and with polish
  • Be considered by your co-workers and clients as an industry asset
  • Act in a consultative fashion
  • Excellent math and analytical skills including use of Excel
  • Work with other team members in solving complex customer requests
  • Review and monitor paperwork
  • Offer creative ways to address needs
  • Ability to conduct web based demos
  • Ability to work as a team to get all jobs completed on schedule
  • Thrive in a fast-paced environment