Customer Service Representative

Colorado Public Employees' Retirement Association•Westminster, CO

7d•$25 - $31•Hybrid

About The Position

The Customer Service Representative is responsible for answering inbound/outbound communications from Colorado PERA members, explaining detailed information regarding Colorado PERA's retirement plans, and other member benefits, such as healthcare programs. To perform the duties quickly and effectively, this position will access and explain member and benefit recipient account options and routine maintenance, website navigation, and secure online account access, including responding to other related topics important to Colorado PERA's members. This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need. Once all in-person training is completed, there will be an option for a hybrid work-from-home schedule. The initial training period of this position will be based in both our Denver or Westminster offices depending on business need.

Requirements

High school diploma or equivalent education
Exceptional verbal and written communication skills in English
Prior work experience in benefits, retirement plans, customer service or contact center functions, or equivalent combination of experience and post-secondary education desired
Strong problem resolution, attention to detail, and interpersonal skills
Ability to follow established policies and procedures
Ability to comprehend and communicate complex retirement, benefits, and insurance information
Open to and implements feedback and coaching
High level of professionalism and ability to handle sensitive information confidentially
Knowledge of and ability to navigate computer applications and related business software
Ability to maintain quality, attendance, and efficiency standards in a contact center environment
Ability to work productively and positively within a team environment
Successful completion of a new hire training program
Regular attendance and minimal corrective action(s) being taken

Nice To Haves

Bachelor’s degree preferred
Bi-lingual Spanish preferred
Spanish speaker preferred

Responsibilities

Responding to member(s) or benefit recipient(s) questions or general inquiries, via telephone, email, or other communication methods.
Identifies caller needs, research issues, and offers options and solutions in a professional manner.
Understands, explains, and clarifies Colorado PERA services and processes.
Understands and complies with both Colorado PERA policies and procedures and all applicable laws related to plan designs and benefits.
Continually develops knowledge of Colorado PERA and the retirement industry.
Participates in ongoing training and educational opportunities for professional development.
Maintains regular and prompt attendance in the workplace.
Performs other duties as assigned