Client Services Representative (Call Center - Health Benefits, Pension)

Company: Church Pension Group Services Corporation
Location: Richmond
Posted on: June 12, 2021

Job Description:

Telecommute or can report into NYC Office.Shift is 12pmEST to 8pmESTThe Client Services Representative is responsible for providing information, service and assistance related to Pension and Health & Welfare plans in a contact center environment taking inbound calls and working on client request via a variety of channels. The position is responsible for special tasks and projects as assigned.QUALIFICATIONS Strong knowledge of Microsoft Excel and Word.Meet or exceed performance standards in both quality and efficiency.Intermediate computer skills.Excellent communication (both verbal and written), interpersonal, and organizational skills.Proven ability in judgment and handling angry/irate customers.Ability to expeditiously process quality transactions and provide follow-up as necessary.Ability to work as a team member and achieve team goals in a client-focused environment.Knowledge of organizational structures and functional responsibilities of an office.Experience with Pension and Health & Welfare benefits plans.Ability to explain complex information simply.ESSENTIAL DUTIES AND RESPONSIBILITIES Provides customer service assistance for situations regarding Pension and Health & Welfare plans. Responsible for maintaining high standards of quality in these interactions/transactions.Routinely suggests opportunities for improvement and supports the execution of such improvements.Accepts benefit plan inquiries from plan participants, retirees and beneficiaries as well as from other company and Diocesan personnel; resolves most questions and problems; refers only the most complex issues to a more senior member of the department; utilizes system(s) and other department resources to obtain necessary information to answer questions and provide information; documents all activity and maintains accurate records of all referrals.Accesses the system(s) in order to obtain necessary information to answer questions and provide information to customers and various company personnel. Ensure changes, correction, or other actions on the system are documented and records maintained.Responds to web mail inquiries within delegated authority.Initiates changes, corrections, or other actions in the system(s) within delegated authority.Prepares reports and other similar documents; ensures that information is fully researched and accurate.Develops effective working relationships with customers whether it be an external customer or an employee from another location or functional area.Aids other Client Service Representatives and department staff; performs other administrative and processing tasks as requested such as but not limited to sending correspondence, paperwork and forms to plan participants and sponsoring employers; assists in training new and/or temporary staff.Maintains effective working relationships with both internal and external clients.EDUCATION and/or EXPERIENCE AA or AS or a combination of education and experience.2+ years experience in a contact center environment.Bilingual English/Spanish is a plus.PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Extensive use of computer keyboard, 2 monitors and headsetExtensive use of phoneWORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Home office and/or Professional office environmentIn compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas.EOE: Minorities/Female/Disability/Vet/Sexual OrientationIf you are a CPG employee, please use your CPG email address when creating your profile to apply.This position generally reports to our corporate office at 19 E. 34 Street in New York, NY. However, due to the Covid-19 pandemic, CPG employees have been working remotely since March 2020 and will return to the office sometime after June 2021. The official date has not been announced. Open to interviewing telecommute candidates.

Keywords: Church Pension Group Services Corporation, Richmond , Client Services Representative (Call Center - Health Benefits, Pension), Other , Richmond, Virginia