Senior IRA Services Representative

AmericanTCS, recently integrated as part of Ascensus, has forged a lasting legacy for more than 50 years, embodying strength and resilience while championing change and innovation across the retirement industry. We provide a diverse range of tailored retirement plan solutions that symbolize resilience, versatility and strength.

Job Summary

As a member of the Custody Asset Management and Control group reporting to the VP, the IRA Service Representative will work with our Account Administration team to facilitate termination of inactive defined contribution retirement plans and transition participants into IRAs. The IRA Service Representative will also support Mid Atlantic’s involuntary rollover product.

The Senior IRA Services Representative serves as a versatile and highly knowledgeable team member capable of supporting the full range of functions within the QTA Product line and IRA Services. This role represents the next stage of professional growth and development, requiring advanced operational knowledge, strong problem-solving skills, and the ability to provide guidance to newer team members.

Essential Functions of the Job

Responsibilities

• Support review processes for agreements, plans, distributions, and account documentation.
• Assist with residual calculations for retirement plans and support knowledge transfer efforts across the team.
• Support the account closure process for QTA accounts and participate in cross-training initiatives.
• Identify opportunities to strengthen review controls and establish intermediate escalation processes where appropriate.
• Demonstrate comprehensive knowledge across IRA Services and QTA Product line functions.  
• Independently resolve client and operational issues with limited guidance.
• Serve as a trusted resource and mentor to team members.
• Maintain a strong focus on accuracy, risk mitigation, and process improvement.
• Promote operational flexibility and ensure continuity of service across the team.
• Conduct semi-annual address searches and account maintenance reviews, ensuring completion by established deadlines.
• Analyze data discrepancies and coordinate corrective actions.
• Perform monthly reviews of duplicate accounts and determine appropriate resolution actions.
• Ensure account consolidation decisions preserve account type distinctions while maintaining the earliest valid account relationship when appropriate.
• Review agreements, distribution requests, and related account documentation.
• Review account openings and compare custodial agreements to ensure accuracy and compliance.
• Verify account ownership and supporting documentation prior to distribution activity.
• Ensure appropriate controls are in place to prevent distributions from unverified accounts.
• Calculate benefit payments to participants and beneficiaries
• Act as a resource for newer team members by sharing knowledge, training, and best practices.
• Support the development of team procedures and operational consistency.
• Assist in creating and maintaining escalation paths for operational reviews and approvals.
• Communicate payment rights and options to participants via written/oral correspondence
• Perform and support advanced functions across multiple workstreams.
• Help prepare policy and procedures for the IRA call center and IRA processing
• Provide coverage and assistance for team workflows as operational needs arise.
• Respond to client emails and phone inquiries across functional areas with minimal supervision.

Supervisory Responsibilities

• None

Skills/Abilities

• Experience in serving the retirement industry through record keeping, administration, custody, or equivalent services

• Ideally possess the IRA Specialist certification and understand tax rules, escheatment, beneficiary rules, and other IRA regulations

• Able to triage participant calls, and offer a high level of customer service

• 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

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