Customer Contact Center Representative - Online Assistance Representative (Remote)
Job description
Title: Customer Contact Center Representative - Online Assistance Representative (Remote)
Hiring Range: $66,817
Pay Band: UG
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type: General Public - G
Job Duties
Essential functions include but are not limited to:
- Verifies and validates the identity of callers to properly assist with needs. Counsels on a variety of questions, inquiries and requests related to advanced level retirement plan benefit information and services.
- Maintains a high level of proficiency with VRS applications and understands reporting mechanisms and processes; analyzes and resolves issues through problem solving with other agency departments and third-party administrators.
- Analyzes and performs complex calculations and advanced financial interpretations using various estimator tools and resources in myVRS for counseling purposes. Escalates issues to leads or manager as appropriate.
- Counsels members on financial wellness, planning resources, and terminology.
- Receives calls and secure messaging from members and retirees who access the myVRS Portal to perform financial transactions, obtain benefit information or update account information as necessary.
- Executes and communicates appropriate policies and procedures and assists other representatives.
- Conducts follow up calls and/or sends follow up secure messaging to customers as appropriate to provide solutions to issues or benefit inquiries.
Minimum Qualifications
Bachelor’s degree in business, public administration; or a closely related field; or an equivalent combination of education and experience.
Experience assisting customers in the use of online portal self-services and troubleshooting internet services and features.
Ideal candidates will possess:
Exceptional and professional verbal and written communication skills; demonstrated planning, prioritizing and organizational skills; excellent skills analyzing and performing complex financial calculations and financial interpretations; Abilities to interpret and apply administrative, legal and regulatory guidelines; plan, prioritize, and resolve complex problems. Considerable experience interacting with diverse customer populations using a variety of communication mediums. Demonstrated leadership and teambuilding skills. Proficiency in providing trouble shooting assistance for resolving technical issues relating to online registration and or system access issues.
Special Instructions:
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Mandatory training classes will take place virtually Monday through Friday, 8am – 5pm.
Contact Information:
Name: Human Resources
Phone: 804-859-8069
Email: careers@varetire.org
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.
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