Contact Center Representative

New Hampshire Retirement System•Concord, NH

2d•Onsite

About The Position

NHRS is seeking a Contact Center Representative. This position is in the union and is assessed at band E. NHRS is hiring this position in the range of $20.15-$23.04 per hour. The purpose of this role is to provide efficient, high-quality and accurate information and services, exceeding the expectations of members, retirees, beneficiaries, and other various stakeholders of NHRS (“Stakeholders”). This position is responsible for answering and making recorded calls to or from Stakeholders, as well as serving the needs of Stakeholders who walk-in or initiate contact through email or fax.

Requirements

Associate’s degree with major study in human resources, business administration, human services, communications, and accounting or another related field or equivalent experience.
Minimum of one year in a professional office environment, performing various administrative support functions, including customer service.
Track record of excellent attendance and positive team work.
Valid driver’s license.

Nice To Haves

Experience in a call center preferred.
Each additional year of relevant formal education may be substituted for one year of required work experience.
Each additional year of qualified work experience may be substituted for one year of formal education.
Must be committed to providing excellent service to diverse population.
Must be able to interact with members via phone, email, and mail.
Must have excellent interpersonal skills and telephone communication skills.
Must have conflict management skills and self-control.
Must be PC literate, able to type accurately, and able to wear a headset.
Must show ability to perform detailed functions quickly and accurately.
Eligible for Notary Public appointment.

Responsibilities

Respond on a timely and accurate basis to inbound calls in accordance with documented Contact Center service standards.
Maintain the confidentiality and security of all members, retirees and beneficiaries by following all existing verification procedures prior to discussing/releasing personal information to anyone.
Under the guidance of a Sr. member of the team respond efficiently and accurately to inquiries, regarding the retirement process, benefit options, forms and paperwork required. Dialogue with retirees regarding benefit changes, survivorship options and benefit termination. Explain possible solutions, and ensure that members and beneficiaries feel supported and valued.
Under the guidance of a Sr. member of the team initiate appropriate workflows for complicated or detailed inquiries that fall outside the scope of Contact Center responsibilities.
Engage in active listening with callers and walk-ins, to confirm or clarify information.
Build sustainable relationships and engage Stakeholders by going the extra mile.
Maintain detailed records of all conversations in our Contact Center database and/or PensionGold, as appropriate.
Under the guidance of a Sr. member of the team perform non-phone processes on an as-needed basis, including but not limited to; printing statements and processing faxes, 1099 reprints, demographic changes, process forms and mail in accordance with established procedures.
Under the guidance of a Sr. member of the team monitor and respond to or forward email inquiries from Stakeholders regarding NHRS benefits in order to assure the timely, consistent, accurate information dissemination.
Under the guidance of a Sr. member of the team respond to member/retiree inquiries related to My Account, NHRS’ secure member portal, including password retrieval, account setup, and other inquires.
Attend educational seminars to improve knowledge and performance level.
Meet personal/team qualitative and quantitative targets.
Perform other appropriate and related duties as assigned by supervisor.