Full Job Description
This Inbound Member Services Representative is responsible for answering inbound calls from PERA members, communicating and explaining detailed information regarding PERA's retirement plans and other member benefits such as healthcare programs. To perform the duties quickly and effectively, this position will access and explain member and benefit recipients account options and maintenance, website navigation, and online secure account access, including responding to other related topics important to PERA's members.
***The initial training and subsequent performance of this position will be based 100% from a home office until further notice. When the work from home mandate is lifted, this position will be based out of the Denver office located near the Capitol downtown.
Our ideal candidate is personable, reliable, articulate and service-oriented, with a positive and flexible attitude. Prior experience in financial services and/or retirement plans is desirable. We are looking for a customer service professional with the ability to take complex ideas and explain them into easily understood terms. Our ideal candidate has the ability to adjust their communication delivery to each individual's needs and connect with a diverse range of people. You will use your unique skills to do important and meaningful work for the State of Colorado citizens.
Responds to member and benefit recipient questions and general inquiries via telephone
Identifies caller needs, researches issues, and offers options and solutions in a professional manner
Understands, explains and clarifies PERA services and processes
Understands and complies with PERA rules and laws related to plan design and benefits
Continually develops knowledge of PERA and the retirement industry
May participate in, or be assigned to, other projects and functions to meet business needs
Participates in training and educational opportunities for ongoing professional development
Maintains regular and prompt attendance in the workplace
Performs other duties as assigned
High school diploma or education equivalent
Prior work experience in benefits, retirement plan, customer service or call center functions, or equivalent combination of experience and post-secondary education desired
Strong problem resolution, communication and interpersonal skills
Ability to follow established policies and procedures
Ability to comprehend and communicate complex retirement, benefits and insurance information
Ability to maintain quality, attendance and efficiency standards in a call center environment and navigate computer software programs
Ability to work productively within a team environment while interacting 100% from a home office
CONDITIONS OF EMPLOYMENT
This position requires the successful completion of a new hire training program. In addition, to be successful, this position requires that you do not accumulate more than eight unscheduled absences annually.
Applicants must be available to work any shift assigned between the business hours of 7:00am and 5:30pm Monday through Friday
Standard call center environment with constant computer and telephone use
Occasional lifting, moving, or carrying materials or equipment in excess of 20 pounds
HOW TO APPLY
Complete the employment application online at www.copera.org/careers. Please have copies of your resume and cover letter available to upload. Please review the following questions. You will be asked for detailed written responses to this questions as part of your application.
We are a call center that strives to offer an exceptionally high level of service to our membership a diverse group of active and retired public employees of Colorado. The information we convey can be complex and we place high value on the quality of our interactions. We hear often from both members and employees that we stand out from other call centers. What makes you stand out from other applicants?
How will you organize and conduct your workday to ensure you remain engaged through a demanding training program that occurs 100% from a home office?
You will be asked to complete a pre-employment skills assessment (takes approximately 25 minutes) upon submission of your application. A link for the assessment will be emailed to you if you are unable to complete it at the end of your application. The skills assessment must be completed to be considered for this position.
ABOUT COLORADO PERA
As Colorado’s largest public pension plan, we are committed to providing retirement and other benefits to more than 600,000 current and former teachers, State Troopers, corrections officers, snowplow drivers, and many other public employees who provide valuable service to all of Colorado.
We hire exceptional employees and invest in their growth and development. We are passionate about our work and committed to serving our members by delivering quality customer service, sound investment decisions, and education programs. Our culture is built on the core values of integrity and accountability, excellence and initiative, collaboration, and engagement. We value diverse perspectives and recognize that our people are our primary asset. We provide a healthy work-life balance and a culture where excellence is rewarded. At PERA, your work makes a difference every day.
At PERA, you will earn more than just a paycheck- our total rewards package is focused on wellbeing. We offer a comprehensive benefit plan with eligibility for most plans being the first of the month following the date of hire. We offer a generous paid time off plan as well as paid volunteer hours, PERA’s defined benefit plan, 401(k) and 457 defined contribution plans (including employer match on the 401(k), as applicable), tuition assistance, on-the-job training, free access to an on-site fitness center, free on-site parking or RTD subsidy, and more. For more information, please visit www.copera.org/careers.
Position Title: Customer Service Representative
Division: Customer Service
Reports to: Customer Service Manager
Job Status: Non-exempt, Hourly, Full-Time
Starting Salary: $20 - $24 per hour, commensurate with experience
Location: Currently work from home, Denver office when notified to return