Contact Center Representative

City of New York • New York, NY

2d • $50,000 - $60,000 • Onsite

About The Position

The successful candidate is a highly motivated member focused professional who will provide prompt, efficient, and friendly services to TRS’ members on a wide range of inquiries, concerns and complaints related to TRS products and services. The candidate should enjoy interacting with people by phone, problem solving, and offering solutions with a member-focused approach. Reporting to the Call Center Manager, key duties and responsibilities include, but are not limited to:

Requirements

• An associate degree or completion of 60 credits from an accredited college, including or supplemented by 9 credits in mathematics, statistics, accounting, and/or actuarial science; or
• A four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience performing mathematical, statistical, actuarial or accounting computations in one or more of the following: a) a retirement or employee benefits plan; b) customer service in a financial institution; and/or c) in a position requiring the application of laws, rules and regulations and the use of statistical, actuarial or similar tables; or
• A satisfactory combination of education and/or experience equivalent to "1" or "2" above. College education may be substituted for experience in "2" above on the basis that 30 semester credits from an accredited college may be substituted for each year of required experience. However, all candidates must posses a four-year high school diploma or its educational equivalent and either 9 semester credits in mathematics, statistics, accounting and/or actuarial science from an accredited college or one year of experience as described in "2" above.

Responsibilities

• Receive and respond to routine member inquiries, concerns, and complaints without updating the system relating to TRS products and services to better inform the members of their benefits.
• Comprehend and review details of existing/historical data regarding inquiry in system to provide members with necessary information.
• Respond and resolve all member inquiries and request on the first visit to avoid follow-up and other assistance.
• Research and examine all relevant information to assess validity of complaint, determine possible causes and resolutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree