Customer Service Representative

JOB SUMMARY:

The Participant Services Counselor (customer service representative) is primarily responsible for answering incoming calls and providing issue resolution and high quality customer service support to participants/members and other callers. The Participant Services Counselor also supports cross-departmental clerical functions, including work orders, system updates, and other administrative functions related to providing service to participants.

JOB RESPONSIBILITIES:

Responsible for telephone consultations with participants/members to explain retirement benefits under the Fund.

Participant consultations include:

• Answering participant inquiries
• Verifying eligibility for retirement benefits
• Communicating benefit plan features, rules and procedures
• Inputting new and updated participant information in computer systems
• Reviewing participant applications and forms for completion and accuracy
• Drafting professional written correspondence to members, via letters and emails
• Recommending corrections/adjustments to address participant issues and implementing, as needed

Additional Duties Include:

• Responds to email and voicemail inquires
• Process annual declaration forms
• Calculate pension projections
• Liaise with all internal departments, SAG-AFTRA National and Local offices
• Provide administrative support to other departments; clerical duties include departmental filing, mailing, typing and other administrative duties as needed
• Other duties as assigned by management

JOB REQUIREMENTS:

• High school diploma required. Associate's/Bachelor's degree or equivalent work experience strongly preferred.
• Excellent communication, customer service focus and phone etiquette skills a must
• Demonstrated high quality customer service/call center experience required, patience, focus on service and one-call resolution
• Self-motivated and willing to work proactively to resolve issues, strong follow-through
• Team player - Flexible, cooperative attitude and reliability is essential
• Ability to effectively master and recall plan information, policies and procedures with accuracy and consistency
• Strong computer skills- MS Suite, Outlook, ability to effectively navigate proprietary systems and screens to locate relevant information.
• Retirement services / pension background is a plus.

ADDITIONAL:

• Hybrid role: Must be local to NYC metro area. Required 1 day in-office per week.
• Must have confidential area for remote work. Remote work restricted to primary residence only.
• Authorization to work in the US is required. This position is not eligible for any form of Visa Sponsorship (H-1, OPT, etc.)

AFTRA Retirement Fund provides a comprehensive set of benefits and promotes a culture of work-life balance. This position offers a hybrid mix of in-office and remote work. COVID-19 vaccination is required. AFTRA Retirement Fund values diversity and is an equal opportunity employer.