Temporary Position
Monday-Friday/9:00am-5:00pm
Days of Work: Monday – Friday
Background:
Selected candidate(s) will work in the Retirement System’s Call Center. The Call Center is the primary contact for Retirement System members beneficiaries and retirees, providing customer service through a variety of methods. The Call Center also mails forms and booklets, takes death reports, changes addresses and sends information to members and their employers.
Selected Candidates will:
Provide initial personal contact response over the telephone to customers regarding self-service and navigation of Retirement Online, the Retirement System’s portal, which will include:
o Resolving customer requests, questions, or problems by explaining and interpreting their account information in Retirement Online (e.g., walking customers through the self-service functionality, on a step-by-step basis, for the purposes of helping them complete address changes, password resets, enrollments and understand the loan process).
o Updating information on Death/Survivor Services (e.g., taking reports of passing, providing forms assistance, and explaining death beneficiary process).
o Assisting customers in registering for Retirement Online through identification of the callers (e.g., confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers).
o Documenting callers’ issues with system use and logs Problem Incident Reports (PIRS) in the event that Retirement Online is not operating as designed or there is a system defect.
o Assist in the completion of casework and resolution of other Retirement System matters, as necessary, which will include:
o Scanning loan forms and completing basic data entry to initiate the loan process.
o Resolving calls pertaining to rudimentary Retirement System matters (e.g., form requests, death reports, faxes).
o Accessing and navigating Retirement Online, the Internet and Client's Intranet.
o Other duties as assigned.
Preferred Qualifications:
The client is seeking candidates that:
Exhibit excellent interpersonal skills with staff and customers, both in-person and over the telephone.
Possess effective oral and written skills.
Perform tasks accurately and within specific time frames.
Can operate a personal computer or laptop.
Able to learn and use the Retirement’s System’s databases, Retirement Online, the Internet and Client’s Intranet to access Retirement System laws, policies and procedures and respond to customer inquiries.
Spanish speaking is a plus.