General Description: Provide high-level customer service to client’s retired participants.  Includes responding to inquiries on routine transactions. Process retiree defined benefit transactions and create workflows. Bilingual in Spanish and English highly preferred.
Responsibilities:Assist retirees with routine inquiries. Process retiree defined benefit transactions. Ensure accuracy of inquiries and transactions within service level agreement parameters.Document requests and inquiries in the internal case management system. Includes creating workflows for internal research requests. Learn technical rules for client benefit plans. Follow call center guidelines and protocol in the day-to-day operations.
Knowledge, Skills and Abilities:Previous call center experience preferred. High School diploma or equivalent required. Associates degree preferred. Strong verbal and written communication skills. Working knowledge of Microsoft Office suite of products. Detail oriented. Excellent time management skills, able to set priorities, and manage deadlines.Ability to work in a team environment.Resourceful, eager to learn new concepts, and further professional development.Ability to define problems and generate potential solutions. 
Physical Demands:Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, bending, and typing.
Analysis of Physical Demands:Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend. Occasionally (1%-33% of time) work performed requires employees to drive to client appointments, have repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/turning including reaching over shoulder or above head, kneeling or squatting.