What are the responsibilities and job description for the MEMBER SERVICES REPRESENTATIVE position at Idaho Department of Health and Welfare?
Member Services Representative
Applications will be accepted through 11:59 PM MST on the posting end date.
The Public Employee Retirement System of Idaho (PERSI) is seeking a hard-working and committed PERSI Answer Center Representative with experience providing world-class customer service. This position is located in Boise, full-time, Monday-Friday, 8am-5pm, 40 hours per week, with full benefits. The successful candidate will be the first point of contact when members call our office and will perform over-the-phone customer service as part of PERSI's Answer Center.
This position is eligible for the PERSI benefits package, including:
- Excellent low-cost medical, dental, and vision insurance
- Generous vacation and sick leave accrual beginning as soon as you start
- Eligibility for the Public Service Loan Forgiveness Program (PSLF)
- Paid parental leave Eleven paid holidays per year
- PERSI retirement , one of the nation's best state retirement systems
- Multiple savings plans
- Life insurance
- A healthy work/life balance
- Wellness programs; ongoing training opportunities; and more
Example of Duties:
- Incumbent will work in an office environment and communicate directly with members by phone.
- Provide information on a wide variety of topics from available resources and reference materials.
- Determine appropriate referral and disposition of non-routine calls and questions.
- Maintain records and perform other routine clerical functions.
- Document interactions and navigate through multiple data entry systems and other relevant applications, tools, and resources while speaking on the phone.
- Distribute mail and deliveries.
- Work efficiently, perform multi-tasking, prioritize tasks, and meet deadlines.
Minimum Qualifications:
You must possess all the minimum qualifications below. Please make sure your resume or work history supports your meeting the minimum qualifications for this position. Failure to do this may disqualify you from being considered for this position.
- Some knowledge of interviewing methods - This is typically gained through at least six (6) months of professional experience interviewing; OR successful completion of college-level coursework related to interviewing methods.
- Experience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments - This is typically gained with at least one year work experience interpreting, explaining, and applying regulations, laws, or complex policies in order to carry out assignments.
- Experience accessing data using a computerized system - This is typically gained by at least six (6) months of full-time work experience where using a computerized records system was part of your primary job duties; OR you have successfully completed college-level coursework/training related to accessing data using a computerized system.
- Experience independently handling complaints and upset individuals in a business setting - This is typically gained by at least six (6) months of full-time work experience helping individuals who are in high need situations and may be upset, and you were responsible for de-escalating the situation in order to address the complaint.
- Experience conducting sensitive fact-finding interviews - This is typically gained by at least one year of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services.
Candidates who reach the final hiring stage will be required to participate in a criminal background check. Having a criminal record will not automatically eliminate applicants from consideration, but may be considered as part of the hiring process.
PERSI's Mission: To provide our members and their beneficiaries with reliable, secure, long-term retirement, survivor and disability benefits as specified by law.
Benefits:
For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*
EEO/ADA/Veteran:
The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.
The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.
Preference may be given to veterans who qualify under state and federal laws and regulations.