Call Agent (Retirement Counselor 1)

State of Oregon•Tigard, OR

1d•$4,312 - $5,988•Hybrid

About The Position

The Public Employees Retirement System is recruiting three Call Agents (Retirement Counselor 1) for its Operations Division, Member Information Center (MIC): one full-time, permanent position and two full-time limited-duration positions expected to last through June 30, 2027. Limited-duration appointments may end earlier, be extended, or become permanent depending on workload and funding. The positions are represented by the Service Employees International Union (SEIU). The recruitment may also be used to fill future vacancies. These are hybrid positions based at PERS headquarters in Tigard, Oregon. Employees are required to work onsite at headquarters one week per month and may work remotely the rest of the time. The MIC is PERS’s reception and contact center. It handles inbound member calls, provides information and assistance, records interactions, gathers information, and troubleshoots member issues. Staff need a broad understanding of PERS, Oregon Revised Statutes, and Oregon Administrative Rules. Call Agents respond to telephone inquiries and provide friendly, informative service to members, beneficiaries, and their representatives. They provide general information about membership, withdrawal, and retirement rights; interpret and communicate retirement-plan information; explain estimates; and explain and mail forms. These are not retirement or investment planning positions. PERS serves Oregon residents by administering public employee benefit trusts. Its Operations Division supports members throughout their public-service careers and administers four benefit programs: the lifetime pension, Individual Account Program (IAP), Oregon Savings Growth Plan (OSGP), and PERS Health Insurance Program (PHIP).

Requirements

One year of customer service experience that included explaining rules, programs, or procedures; alternatively, 12 quarter (8 semester) college-level credit hours in Business, Public Administration, or Finance.
Strong communication skills, including active listening, adapting communication style to the audience, and openness to negotiating or compromising with members.
Ability to provide customer service in a fast-paced, high-volume environment and remain committed to results despite obstacles or distractions.
Ability to organize and prioritize time and resources to meet daily, weekly, and monthly productivity goals.
Analytical and critical-thinking skills, with creativity and flexibility in problem-solving.
Ability to work in a respectful, diverse environment, take responsibility, accept constructive feedback, follow PERS policies, and be dependable and consistent as part of a team.
Authorization to work for Oregon state government as a U.S. citizen or qualified non-citizen; the agency does not provide visa sponsorship.

Nice To Haves

Prior PERS experience.

Responsibilities

Respond to telephone inquiries from PERS members, beneficiaries, and their representatives.
Provide friendly and informative customer interactions and general PERS information.
Explain membership, withdrawal, and retirement rights.
Interpret and communicate retirement-plan information.
Explain benefit estimates and forms.
Mail forms to members or their representatives.
Record member interactions, gather information, and troubleshoot member issues for resolution.