Contact Center Representative
About The Position
The Member Contact Center Representative serves as a liaison between IMRF and its members, annuitants, and beneficiaries, fostering informed and collaborative relationships through excellent customer service. The role primarily responds to incoming telephone calls and may also handle email, online chat, and other contact center channels. Using generalist knowledge of IMRF retirement and disability benefit policies, procedures, and laws, the representative provides guidance on eligibility, transaction status, benefit applications, and employee status information in an empathetic, courteous, professional, and timely manner. The position also supports website and self-service portal users, documents customer interactions, keeps current on changes affecting IMRF members, and provides administrative support to the Member Services Department. It has no supervisory responsibilities.
Requirements
- Associate degree plus one year of customer service or pension plan administration experience (preferred), or three years of customer service experience.
- Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Responsibilities
- Respond to member telephone inquiries, primarily about Regular, SLEP, and Voluntary Additional plans, and produce system-generated pension estimates in accordance with the Illinois Pension Code and IMRF policies.
- Investigate and follow up on questions and issues related to refund claims, service purchases, basic disability claims, retirement claims, voluntary additional claims, and death and survivor claims.
- Assist members with address, direct deposit, tax withholding, financial verification, account and statement inquiries, forms and publications, Early Retirement Incentive questions, and website functionality.
- Identify caller needs and provide accurate, timely responses; research and resolve problems and help correct errors when necessary.
- Communicate effectively and provide high-quality customer service to members.
- Monitor queues across delivery channels and, when needed, notify supervisors or adjust call processing, IVR support, online chat, or other channels to maintain service levels.
- Assist users in public and secure areas of IMRF’s website and self-service portals, troubleshoot browser incompatibilities, and gather relevant information to address technology issues.
- Maintain records and document call information as directed.
- Keep current on benefit, legislative, administrative, and relevant current-event changes, and on the operation of IMRF departments.
- Respond appropriately to routine written inquiries and requests received through electronic channels using the appropriate IMRF messaging channel.
- Enroll members in workshops, webinars, and Time Tap as requested.
- Meet service goals established by the Member Services Manager and adhere to log-on schedules.
- Communicate difficulties and problems to the supervisor and manager, and relay pending problems to appropriate IMRF staff.
- Complete special projects and other related duties as assigned, and support the organization’s Journey of Excellence, vision, and strategic objectives.
- Learn and use new contact center technologies as they are implemented.
- Provide administrative support to the Member Services Department, work with Contact Center Analysts on continuous process improvements, and assist with clerical duties.
Benefits
- Pension, death, and disability benefits as an IMRF member
- Medical and dental insurance
- One remote workday per week
- Paid vacation and sick leave
- 12–13 paid holidays and two personal days
- Tuition reimbursement
- Business casual attire
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
