Description

The Pension Representative's primary responsibility is to provide effective customer service to Fund constituents by utilizing the Fund’s technological systems and their in-depth knowledge of the Plan’s rules and Fund process.

Requirements

Assist constituents with questions and requests received by telephone, email, webchat, and other communication channels related to their account balances, Fund rules and regulations, annuities, withdrawals, benefits, and other account information.

Ability to work effectively in a sometimes face-paced environment to ensure the team meets all service level goals and KPI.

Responsible for accurate recordkeeping in the Fund’s administrative system and Salesforce. Build and maintain relationships through active listening and open communication.

Enhance the Fund’s reputation by accepting ownership and exploring opportunities to add value to customer the customer experience.

Perform additional customer service assignments as needed.

Education and Experience :

College degree needed or equivalent experience, bachelor’s degree highly preferred

At least 1 year of customer service experience; Financial services industry experience strongly desired

Excellent written and oral communication skills a must

Ability to express thoughts and ideas in a way that is easy to understand by participants. Uses language and terms that are descriptive and appropriate for the audience and speaks clearly and distinctly

Able to write correspondence that is clear and concise. Possess emotional intelligence with the ability to keep composure and remain calm under pressure.

Shows empathy and general concern for the needs of participants and retirees

Demonstrates a willingness to listen carefully to participant’s questions and needs

Last updated : 2024-04-29