Team Georgia Careers · 1 day ago
Customer Support Retirement Specialist 1
Georgia - Fulton - Atlanta
Full-time
Onsite
Entry Level
4+ years expEmployees' Retirement System of Georgia - ERSGA is looking for a Customer Support Retirement Specialist 1 to assist customers with state pension plan details. The role involves responding to customer inquiries, processing transactions related to pre-retirement functions, and ensuring compliance with applicable laws and regulations.
Government Administration
Responsibilities
Responds to requests from customers, including members, retirees, beneficiaries, and employers regarding requirements, returned/denied benefits, program eligibility and/or interpretation of federal and state laws
Receives and responds to customer phone calls, emails, letters, and faxes
Directs inquiries to other individuals, departments, and agencies as appropriate
Assists customers with regulations, policies, and procedures
Provides accurate pension plan information and answers to inquiries and requests, and makes recommendations for potential improvements to communications
Uses call center software to document calls made and received
Reviews PARIS and call center account data and customer profiles to assist with customer inquiries
Updates PARIS with member/retiree information received via phone, email, letter, and fax
Performs work relating to the examination and processing of pre-retirement functions
Assembles data and completes audits, benefit estimates, and refund requests within established guidelines
Prepares documents initiating refund and member maintenance processing
Provides assistance with the resolution of secure online account disputes
Tracks/monitors agency voicemails and contact e-mail communication processing related activity
Gathers and compiles data and prepares audit reports
Records pre-retirement transactions within PARIS
Performs job responsibilities with minimal supervision
Qualification
Required
Ability to navigate the more complex screens and performs data entry in PARIS (or similar pension software)
Ability to locate and communicate to others the more complex information from within PARIS (or similar pension software)
Ability to use telephone software for efficient handling of customer calls
Ability to proficiently use call center tracking system to document calls
Ability to train Customer Care Specialists on the telephone and call tracking software
Has a basic understanding of MS Office
Ability to navigate, enter data, and perform manipulation data in MS Office
Has a basic understanding of the regulations and laws that govern the pension plans
Ability to comprehend and communicate to others the details of the pension plan handbooks
Ability to apply the details of the pension plan handbooks to the more complicated member and retiree accounts
Ability to understand customer needs by actively listening and asking probing questions
Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport
Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar
Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations
Ability to determine when a call transfer to a Pension Analyst or more experienced Customer Care Specialist is necessary to provide more detailed account specifics
Ability to use multiple systems and sources simultaneously to provide accurate and relevant information to customers
Ability to complete core transactions
Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the Agency and State to maintain the public's trust
Understands that all State employees have external and/or internal customers that they provide services and information to; honors all of the State's commitments to customers by providing helpful, courteous, accessible, responsive, and knowledgeable service
Analyzes problems by evaluating available information and resources; develops effective, viable solutions to problems which can help drive the effectiveness of the department and/or State of Georgia
Consistently delivers required business results; sets and achieves achievable, yet aggressive goals; consistently complies with quality standards and meets deadlines; maintains focus on Agency and State goals
Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others
Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas; appropriately adapts his/her message, style, and tone to accommodate a variety of audiences
Demonstrates an open-minded approach to understanding people regardless of their gender, age, race, national origin, religion, ethnicity, disability status, or other characteristics; treats all people fairly and consistently; effectively works with people from diverse backgrounds by treating them with dignity and respect
Adapts to change and different ways of doing things quickly and positively; does not shy away from addressing setbacks or ambiguity; deals effectively with a variety of people and situations; appropriately adapts one's thinking or approach as the situation changes
Proactively identifies ways to contribute to the State's goals and missions; achieves results without needing reminders from others; identifies and takes action to address problems and opportunities
Able to keep projects moving toward completion; able to keep track of many things that must be done within a given timeframe; able to act according to priorities; able to balance workload demand
Demonstrates a commitment to professional development by proactively seeking opportunities to develop new capabilities, skills, and knowledge; acquires the skills needed to continually enhance his/her contribution to the State and to his/her respective profession
Bachelor's degree in business, accounting, or finance from an accredited college or university
Preferred
Bachelor's degree OR Four years of job related experience working in pension plans, finance, or accounting
Company
Team Georgia Careers
We're Team Georgia Careers, the official career website for the State of Georgia! 🍑 Making a difference in the lives of 10 million Georgians every day.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase