Member Support Specialist

School Employees Retirement System• US,

11d•$44,880 - $62,832•Onsite

About The Position

The Member Support Specialist is responsible for answering incoming calls and chats from members, retirees, beneficiaries, or other constituents. The Specialist is responsible for providing accurate information regarding eligibility for retirement, health care, service estimates based upon age, service credit, final average salary, and a detailed review of members’ files to determine service credit and account balance.

Requirements

High school diploma or general education degree (GED);
One to three years related experience and/or training;
Excellent attention to detail
Excellent oral and written communication skills
Ability to adapt to a fast-paced environment
Ability to effectively understand another’s feelings and emotions
Desire and drive to acquire knowledge and skills necessary to perform job more effectively
Builds and maintains ongoing, collaborative, working relationships with others
Equivalent combination of education, skills, and experience

Nice To Haves

Call center and online chat experience a plus

Responsibilities

Answer and respond by telephone and chat to all inquiries regarding SERS’ benefits and services. This includes the ability to calculate and explain benefits.
Input and retrieve information necessary to respond to inquiries using resources provided.
Analyze inquiries, recommend solutions, and refer difficult cases requiring research, correction and investigation to the appropriate Member Services Specialist, Team Lead, Supervisor or Manager.
Respond to requests for brochures, booklets, specialized forms, and other documents in an accurate and timely manner. Identify and request appropriate printed materials to meet member’s needs.
Completely and accurately documents all calls and chats in Communications Tracking.
Exercise and maintain current knowledge of benefits, legislative, and administrative changes, as well as current events including health care issues that impact SERS’ members.
Correspond appropriately to routine written inquiries and requests received on SERS website, chat, or mail.
Works as a team to solve problems and make decisions.
Consistently meet the established quality and service standards established by Member Services Department.
Ensures the confidentiality, integrity, and security of all Personally Identifiable Information (PII) and Protected Health Information (PHI) data by strictly adhering to federal and state laws, regulations, polices, and best practices for data protection and access control.
Other responsibilities as assigned.