Contact Center Assistent - Member Counseling (Remote)

Title:Contact Center Representative - Member Counseling (Remote)

State Role Title:Admin & Office Specialist II

Hiring Range:$53,808

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 SparkHire one way interviewing as the first step in the interview process. If you're selected for this step, you will receive an email to participate. Please be sure to check your email daily, as no phone calls will be made.***

The Virginia Retirement System (VRS) is seeking an experienced contact center customer service professional to serve as a Member Counseling Representative answering phone calls and responding to a variety of questions, inquiries, and requests related to advanced-level pension and benefit information. This position serves as a front-line representative and provides exceptional customer service to active VRS members.

Essential duties include but are not limited to:

• Prepares customer communications and correspondence as required, using a variety of communication mediums.
• Responds accurately to a variety of questions, inquiries, and requests related to plans, benefits, and retirement processes via phone.
• Participate in cross-hierarchal teams and contribute to improving services across agency lines.
• Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
• Executes and communicates all relevant Contact Center policies and procedures, including providing procedural information to other staff members.
• Provides assistance with online access to MyVRS, troubleshooting technical issues that arise.
• Conducts research and make follow-up phone calls as necessary.
• Performs various other duties and participates in special projects as assigned.

Minimum Qualifications

High School Diploma

Two (2) years of contact center or high volume customer service experience or an equivalent combination of education and experience.

Required Skills and Abilities:

Superior customer service skills, and strong active listening ability. Excellent verbal and written communication skills. Ability to consistently engage with diverse customer populations, and build rapport through professionalism, empathy, and confidence. Ability to manage and de-escalate customer complaints. Proficiency in math. Abilities to follow established procedures; complete assignments within established deadlines. 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 on retirement plan information and financial planning terminology.

Additional Considerations

Highly desired candidates will possess:

• The ability to work independently from a home office with limited interruption.
• 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.
• Excellent reading, writing and math proficiency.
• Proficiency with Microsoft office productivity software.

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: 804-775-3408

Email: [email protected]

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.