Client Services Representative (Pension and Health & Welfare)

Church Pension Group Services Corporation•New York, NY

3d•$52,000 - $64,000•Hybrid

About The Position

The Client Services Representative is responsible for providing information, service and assistance related to Pension and Health & Welfare plans in a contact center environment taking inbound calls and working on client request via a variety of channels. The position is responsible for special tasks and projects as assigned.

Requirements

Strong knowledge of Microsoft Excel and Word.
Meet or exceed performance standards in both quality and efficiency.
Intermediate computer skills.
Ability to toggle between different applications simultaneously
Excellent communication (both verbal and written), interpersonal, and organizational skills.
Proven ability in judgment and handling angry/irate customers.
Ability to expeditiously process quality transactions and provide follow-up as necessary.
Ability to work as a team member and achieve team goals in a “client-focused” environment.
Knowledge of organizational structures and functional responsibilities of an office.
Experience with Pension and Health & Welfare benefits plans.
Ability to explain complex information simply.

Nice To Haves

Bilingual English/Spanish is a plus.

Responsibilities

Provides customer service assistance for situations regarding Pension and Health & Welfare plans. Responsible for maintaining high standards of quality in these interactions/transactions.
Routinely suggests opportunities for improvement and supports the execution of such improvements.
Accepts benefit plan inquiries from plan participants, retirees and beneficiaries as well as from other company and Diocesan personnel; resolves most questions and problems; refers only the most complex issues to a more senior member of the department; utilizes system(s) and other department resources to obtain necessary information to answer questions and provide information; documents all activity and maintains accurate records of all referrals.
Accesses the system(s) in order to obtain necessary information to answer questions and provide information to customers and various company personnel. Ensure changes, correction, or other actions on the system are documented and records maintained.
Responds to web mail inquiries within delegated authority.
Initiates changes, corrections, or other actions in the system(s) within delegated authority.
Prepares reports and other similar documents; ensures that information is fully researched and accurate.
Develops effective working relationships with customers whether it be an external customer or an employee from another location or functional area.
Aids other Client Service Representatives and department staff; performs other administrative and processing tasks as requested such as but not limited to sending correspondence, paperwork and forms to plan participants and sponsoring employers; assists in training new and/or temporary staff.
Maintains effective working relationships with both internal and external clients.