Customer Service Representative

Indiana Public Retirement System - Indianapolis, IN3.9

Full-time$36,000 a year
EducationSkillsBenefits

We are seeking talented professionals ASAP!

We have an immediate need for Customer Service Representatives in our call center located in the heart of downtown Indianapolis. Ideally, we would like someone who can start November 11 or no later than December 2. If you are compassionate, patient, empathic, problem solver & team player? Then we need you!!!

Who we are?

Indiana Public Retirement System (INPRS) is among the largest 100 pension systems in the United States. INPRS serves the needs of approximately 473,000 members and retirees representing approximately 1200 employers, including public universities, school corporations, public safety, municipalities and state agencies. The Indiana Public Retirement System is a public pension fund who manages approximately $36.1 billion in assets, making it one of the largest in the United States.

Why join INPRS?

Our member services center is more than a call center! We take pride in celebrating & recognizing our CSR’s daily & annually; birthdays, anniversaries, achievements/awards, performance, etc. More importantly, we put a lot of planning into celebrating you annually during customer service week! The theme this year was “Magic”. Your probably thinking this is too good to be true, but rest assured, it’s all true! We understand that servicing our members provides a sense of satisfaction, but at times it can be challenging. You are on the frontline, so we value your patience, empathy & professionalism.

What you will do?

Our CSR’s support our members by answering questions the member may have about their specific retirement fund. You will need to understand the complexity of several funds, which consists of continuous regulatory changes. Those members are composed of teachers, firefighters, police officers, judges, state employees, colleges/universities, healthcare organizations & others. Please see below for a detailed list of responsibilities.

Essential Duties:

  • Work directly with customers to answer questions and resolve issues, including but not limited to wage and contribution processing, member enrollments, pension relief, PERF, TRF, and non-PERF retirement and disability processes, plan provisions and any other day to day items relating to the administration of the INPRS retirement plans.
  • Communication with customers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and submission resolution.
  • Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Benefits Web, etc.
  • Develop customer relationships.
  • Respond to inquiries regarding any and all INPRS-related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with members.
  • Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.
  • Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
  • Track all contacts made with customers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
  • Develop and maintain various reports for Senior Management to include work volumes, number and types of inquiries, as well as response timelines.
  • Partner with the Call Center management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
  • Related duties and projects as assigned.

Experience and Qualifications:

  • Associate’s Degree and at least one year of customer service experience; or High School diploma/GED with three years of customer service experience
  • Experience in financial services, insurance, group benefit or pension industry
  • Knowledge of Microsoft office suite & database experience required

NPRS Benefits & Perks?

  • Be an educator & problem solver, not just a representative!
  • Competitive pay & benefits (Medical, Dental, Vision)
  • Health coverage & retirement plan
  • Employer paid parking
  • 14 paid holidays
  • Tuition reimbursement
  • Work/life balance
  • Downtown cultural experience

If you are interested in this position, please submit your resume and cover letter to our designated careers email. For more information about our organization, please visit the INPRS website: http://www.in.gov/inprs.

This position is not eligible for H-1B or any other kind of temporary or permanent sponsorship for work authorization by the Indiana Public Retirement System. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.

We are an Equal Opportunity Employer.

Job Type: Full-time

Salary: $36,000.00 /year

Experience:

  • Call Center: 1 year (Required)
  • customer service: 1 year (Required)

Education:

  • High school or equivalent (Required)

Work authorization:

  • United States (Preferred)