Alpha Rae

Retirement Benefits Call Center/Senior (49025)

US-IN-Indianapolis
3 weeks ago
ID
2017-2425
# of Openings
1
Category
Administrative/Clerical
Length of Assignment
6 Months ONLY (NO EXTENSIONS - NOT Temp to Perm)
Working Hours
8:00AM - 5:00PM
Pay Rate
DOE
Area of City
Downtown Indianapolis

Overview

MUST BE WILLING TO WORK ONLY A 6 MONTH ASSIGNMENT - IF SELECTED FOR AN INTERVIEW CLIENT WILL CONFIRM YOUR WILLINGNESS TO ONLY WORK 6 MONTH ASSIGNMENT

 

Representative is responsible for assisting customers in a multimedia environment. Work involves an in depth understanding of plan provisions and laws governing the system, including those dealing with, among others: computation of retirement, disability and survivor benefits; wage and contribution reporting requirements, and systems.  It is expected the representative will adhere to and comply with all customer contact standards, call standards and call quality metrics. 

      

Responsibilities

 

This position requires a broad knowledge of pension benefits as well as a general knowledge of every aspect of the Systems’ operations, ability to coordinate with others within the organization both verbally and in writing to resolve member and employer issues. The position will require strong interpersonal skills to create positive work relationships. The primary duties of this position include, but are not limited to the following:

 

  • Work directly with customers to answer questions and resolve issues, including but not limited to wage and contribution processing, member enrollments, pension relief, PERF, TRF, and non-PERF retirement and disability processes, plan provisions and any other day to day items relating to the administration of retirement plans.
  • Communication with customers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and submission resolution.
  • Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Benefits Web, etc.
  • Develop customer relationships.
  • Respond to inquiries regarding any and all related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with members.
  • Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.
  • Interpret and explain the benefit provisions of all retirement plans administered by agency.
  • Track all contacts made with customers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
  • Develop and maintain various reports for Senior Management to include work volumes, number and types of inquiries, as well as response timelines.
  • Partner with the Call Center management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
  • Related duties and projects as assigned.

 

Qualifications

  • Associate’s degree in financial services, insurance, group benefit or pension industry; Bachelor’s degree preferred
  • 1-3 years of experience in customer service
  • Knowledge of pension plans, systems, federal and state tax laws/policies/procedures 
  • Minimal travel may be required – less than 10%
  • Ability to answer or resolve complex issues and provide training and assistance to others over the phone or via email.
  • Maintaining a professional demeanor in all situations.
  • Demonstrating patience while determining caller’s needs.
  • Using customer service techniques to effectively manage challenging customers.
  • Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
  • Research and following-up on complex issues. Documenting various obstacles and offering solutions to complex customer service problems.
  • Engaging the appropriate person/department to solve a problem for a member or employer.
  • Ability to learn and understand the functions of INPRS’ systems, e-mail software and other personal computer skills.
  • Strong computer skills in Microsoft Office, Windows and e-mail
  • A positive attitude, passion for providing world class customer service, and an emphasis on problem solving.
  • Exceptional oral and written skills needed for communications over the phone and in writing with members and staff.
  • Excellent problem solving, research and analytical skills necessary for interpreting and responding to technical inquiries from various sources.
  • Strong organizational skills needed in setting priorities and effectively meeting deadlines.

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