Customer Service Representative

JOB SUMMARY

The Customer Service representative is responsible for answering inbound/outbound communications from Colorado PERA members, explaining detailed information regarding Colorado 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 recipient account options and routine maintenance, website navigation, and secure online account access, including responding to other related topics important to Colorado PERA's members.

*** Spanish speaker preferred ***

***This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need. Once all in-person training is completed, there will be an option for a hybrid work-from-home schedule.

***The initial training period of this position will be based in both our Denver or Westminster offices depending on business need.

IDEAL CANDIDATE

Our ideal candidate is personable, reliable, articulate, professional, polite, 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 explain complex ideas in easily understood terms. Our ideal candidate can adjust their communication 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 citizens of the State of Colorado.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations.

• Responding to member(s) or benefit recipient(s) questions or general inquiries, via telephone, email, or other communication methods.

• Identifies caller needs, research issues, and offers options and solutions in a professional manner.

• Understands, explains, and clarifies Colorado PERA services and processes.

• Understands and complies with both Colorado PERA policies and procedures and all applicable laws related to plan designs and benefits.

• Continually develops knowledge of Colorado PERA and the retirement industry.

• Participates in ongoing training and educational opportunities for professional development.

• Maintains regular and prompt attendance in the workplace.

Other Duties/Responsibilities

• Performs other duties as assigned

JOB QUALIFICATIONS

• High school diploma or equivalent education

• Bachelor’s degree preferred

• Exceptional verbal and written communication skills in English, bi-lingual Spanish preferred

• Prior work experience in benefits, retirement plans, customer service or contact center functions, or equivalent combination of experience and post-secondary education desired

• Strong problem resolution, attention to detail, and interpersonal skills

• Ability to follow established policies and procedures

• Ability to comprehend and communicate complex retirement, benefits, and insurance information

• Open to and implements feedback and coaching

• High level of professionalism and ability to handle sensitive information confidentially

• Knowledge of and ability to navigate computer applications and related business software

• Ability to maintain quality, attendance, and efficiency standards in a contact center environment

• Ability to work productively and positively within a team environment

CONDITIONS OF EMPLOYMENT

This position requires the successful completion of a new hire training program. In addition, to be successful, this position requires regular attendance and minimal corrective action(s) being taken.

WORKING CONDITIONS

• The physical demands described here are representative of those required by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.

• Occasional moving and positioning of supplies in excess of 20 pounds

• All employees are expected to present themselves in a professional manner in alignment with the financial services industry

• Ability to sit for prolonged periods of time

• Ability to operate standard PC equipment

• Ability to handle stress associated with frequent deadlines and tight schedules

HYBRID WORK OPTION

• Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy. Hybrid work schedule is subject to change as business needs change.