Contact Center Representative - Retiree Counseling Representative (Remote)
Job description
Title: Contact Center Representative - Retiree Counseling Representative (Remote)
Hiring Range: $43,733
Pay Band: UG
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type: General Public - G
Job Duties
***Please Read This First - VRS uses Spark Hire one way video interviewing as the first step in the interview process. Selected candidates will be emailed with instructions for submitting a one way video. This is a multi-hire recruitment, your timely response for interviews will be beneficial. Please be sure to check for emails daily as no phone calls will be made.***
Essential duties include but are not limited to:
- Responds accurately to a variety of questions, inquiries, and requests related to VRS plans, benefits, and retirement processes through multiple mediums.
- Provides guidance regarding the retirement process, including, but not limited to, the application review, timeline for processing, group life insurance, confirmation of beneficiary, and expectancy of first monthly benefit payment.
- Resolves and escalates issues that arise as appropriate.
- Completes income verification requests.
- Processes death notifications for retirees, members, and survivors.
- Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
- Conducts research and provides follow-up as necessary.
- Prepares correspondence and communications as necessary.
- Provides assistance with online access to MyVRS, troubleshooting technical issues.
- Executes and communicates relevant Contact Center policies and procedures.
- Maintains up-to-date knowledge of all relevant policies and procedures.
- Assists in answering calls in other queues as required.
- Performs various other duties and participates in special projects as assigned.
- Participates in cross-hierarchal teams and contribute to improving services across agency lines.
Minimum Qualifications
Bachelor’s degree from a four-year college or university that includes courses in business, accounting, finance or public administration or the equivalent combination of education and experience required.
Two (2) years of experience in a high volume customer service environment, employee benefits administration, public administration, accounting, payroll, finance, or insurance.
Additionally candidates should have:
- Excellent reading, writing and math proficiency.
- Proficiency with Microsoft office productivity software.
- Professional verbal and written communication skills.
- The ability to analyze and perform complex calculations.
- The ability to multi-task, set priorities and manage time effectively.
- The ability to work independently from a home office with limited interruption.
- The ability to travel to the office when required.
Preferred Qualifications:
- Experience working remotely as a customer service professional
- Prior pension, benefit plan, HR or counseling experience.
- Ability to interpret and apply knowledge of VRS Plan benefit products and services related to caller inquiries.
- Ability to counsel retirees on plan information and financial planning terminology.
- Proficiency in reading, writing, and math.
- Proficiency in using a PC and office productivity software.
- Professional verbal and written communication skills.
- Ability to perform basic calculations and financial interpretations.
- Experience interacting with diverse customer populations using a variety of communication mediums.
Special Instructions:
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Contact Information:
Name: Human Resources
Phone: 804-869-8059
Email: careers@varetire.org
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.
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