Senior Contact Center Representative

Illinois Municipal Retirement Fund • Elmhurst, IL

2d • Onsite

About The Position

Senior Contact Center Representatives possess and have demonstrated proficiency required for all aspects of the Contact Center Representative (CCR I) role and are required to deliver more complex services directly to customers and to assist other Contact Center Representatives when needed. The primary responsibility of the Member Sr. Contact Center Representative is to act as liaison between IMRF and its customers (members, annuitants), and to foster interactive, informed, and collaborative working relationships by providing excellent customer service. Whereas the customer service representatives are primarily responsible for responding to telephone incoming calls, the Sr. Customer Service Representative is responsible for responding to emails, online chat, and other omnichannel contract center services as assigned. The senior representative has training and comprehensive experience addressing more complex IMRF retirement and disability benefit policies, procedures, and laws to assist customers by providing answers and guidance regarding member and retirement eligibility, status on transactions in process, information related to applying for benefits, etc. and other employee status information. These services must be delivered in an empathetic, courteous, professional, and expedient manner.
The Sr. Contact Center Representative will be assigned to a specific office location for specific daily hours. Temporary and/or limited periods of remote work may be assigned based on IMRF determined specific tasks.

Requirements

• Two years’ experience as an IMRF Member Contact Center Representative or related experience with complex member transactions in another IMRF processing department and an Associate Degree. (preferred)
• OR
• Two years’ experience as an IMRF Member Contact Center Representative and 2 years related experience working in customer service.
• Must have performance history of meeting/exceeding performance standards.
• Must have strong customer service skills; must be detail oriented; must have strong organizational skills.
• Must have the ability to maintain a professional demeanor in working with confidential medical issues and information.

Responsibilities

• Handle member inquiries, analyze and respond to customer verbal or written requests and follow up on questions and issues for both routine and more advanced processes including, but not limited to: Disability, Elected County Official (ECO) plans, Reciprocal and supplemental pensions, Early Retirement Incentive (ERI), legislative issues, and Reversionary or complex death/survivor benefits in accordance with Article 7 and Article 20 of the Illinois Pension Code, and IMRF’s administrative policies.
• Investigate and follow-up on questions and issues related to refund claims, purchase of service applications, basic disability claims, retirement claims, voluntary additional claims, and death and survivor claims. Assist members with resolutions regarding address. direct deposit, and tax withholding changes, member statement and account inquiries, requests for forms and publications, Early Retirement Incentive (ERI) questions, and website functionality assistance.
• Identify needs and respond in an accurate and timely manner. When necessary, research and resolve problems; investigate and assist in the correction of errors.
• Communicate effectively and efficiently in both verbal and written formats. Provide excellent, high quality, customer service.
• Maintain awareness of numbers of callers or other users in queues in various delivery channels. When necessary, notify supervisors, modify call processing, IVR support, online chat or other delivery channels to provide the highest level of service to all callers and other channels.
• Provide assistance for all public and secure areas of IMRF’s website and self-service portals. Troubleshoot and assist members with issues regarding various incompatible browsers. Gather pertinent ISP or other relevant identifying information necessary to respond to members having technological issues.
• Respond to Member Secure and Public Secure Email Messages.
• Mentor and assist in training of new Member Contact Center Representatives and in-house staff.
• Provide technical support and guidance to Member Contact Center Representatives; assist them in resolution of complex and difficult calls. Identify training issues and report to Member Contact Center Supervisor.
• Maintain current knowledge of the operation of all other departments in IMRF. Act as liaison between Member Contact Center and processing departments.
• Respond in writing to complex and non-routine written inquiries and requests that require investigation, including secure access emails from members and the general public.
• Maintain records and document call information as directed. Return calls routed to Member Contact Center.
• Exercise and maintain current knowledge of benefit, legislative, and administrative changes, as well as current events including issues that impact IMRF members.
• Maintain current knowledge of the operation of all other departments in IMRF.
• Maintain a work progress that meets the service goals established by the Member Customer Services Manager.
• Foster a positive culture in support of our Mission, Vision, Values and individual accountability.
• Communicate areas of difficulty and problems with supervisors and manager; communicate pending problems to appropriate IMRF staff.
• Adhere strictly to “Log–On” schedules
• Special projects and other related duties when assigned
• Exercise and maintain current knowledge of benefit, legislative, and administrative changes, as well as current events including issues that impact IMRF members.
• Support achievement of the organization’s Journey of Excellence, Vision and Strategic Objectives.
• Demonstrate willingness and agility to learn and utilize new tools for Contact Center technologies as they are implemented.
• Other duties that may be assigned.

Benefits

• Pension, death, and disability benefits as a member of IMRF
• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday-Friday. Ability to work one day remote, per week, after 6 months of hire.
• Paid vacation, paid sick, 12-13 paid holidays and 2 personal days
• Tuition reimbursement
• Business casual attire

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees