Date Posted: 04/25/2024
Hiring Organization: Rose International
Position Number: 462937
Job Title: Call Center Specialist
Job Location: Albany, NY, USA, 12204
Work Model: Onsite
Shift: Monday - Friday 9 am - 5 pm
Employment Type: Temporary
Estimated Duration (In months): 6
Min Hourly Rate ($): 18.00
Max Hourly Rate ($): 23.00
Must Have Skills/Attributes: Call Center, Computer Literacy, Customer Service, Office Skills
Nice To Have Skills/Attributes: Spanish - Bilingual
Job Description
The Call Center is the primary contact for Retirement System member's beneficiaries and retirees, providing customer service through a variety of methods. The Call Center also mails forms and booklets, takes death reports, changes address and sends information to members and their employers.
REQUIRED SKILLS:
• Call center experience.
• Excellent customer service experience.
DESIRED SKILLS:
• Exhibit excellent interpersonal skills with staff and customers, both in-person and over the telephone.
• Possess effective oral and written skills.
• Perform tasks accurately and within specific time frames.
• Can operate a personal computer or laptop.
• Able to learn and use the Retirement's System's databases, Retirement Online, the Internet and OSC's Intranet to access Retirement System laws, policies and procedures and respond to customer inquiries.
• Spanish speaking is a plus.
DUTIES/RESPONSIBILITIES INCUDE:
• Provide initial personal contact response over the telephone to customers regarding self-service and navigation of Retirement Online, the Retirement System's portal.
• Resolving customer requests, questions, or problems by explaining and interpreting their account information in Retirement Online (e.g., walking customers through the self-service functionality, on a step-by-step basis, for the purposes of helping them complete address changes, password resets, enrollments and understand the loan process).
• Updating information on Death/Survivor Services (e.g., taking reports of passing, providing forms assistance, and explaining death beneficiary process).
• Assisting customers in registering for Retirement Online through identification of the callers (e.g., confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers).
• Documenting callers' issues with system use and logs Problem Incident Reports (PIRS) in the event that Retirement Online is not operating as designed or there is a system defect.
• Assist in the completion of casework and resolution of other Retirement System matters, as necessary.
• Scanning loan forms and completing basic data entry to initiate the loan process.
• Resolving calls pertaining to rudimentary Retirement System matters (e.g., form requests, death reports, and faxes).
• Accessing and navigating Retirement Online, the Internet and OSC's Intranet.
• Other duties as assigned.
Offers will be contingent on the successful competition of background.
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.