Customer Service Representative
Customer Service Representative
AFTRA Retirement Fund
New York City Metropolitan Area
See who AFTRA Retirement Fund has hired for this role
JOB SUMMARY:
The Participant Services Counselor (customer service rep role) is primarily responsible for answering incoming calls and providing issue resolution and high quality customer service support to participants/members and other callers. The Participant Services Counselor also supports cross-departmental clerical functions and work orders related to providing service to participants.
JOB RESPONSIBILITIES:
Responsible for telephone and/or in person consultation with participants/members to explain retirement benefits under the Fund.
Participant consultations include:
- Answering participant inquiries
- Verifying eligibility for retirement benefits
- Communicating benefit plan features
- Inputting new and updated participant information in computer systems
- Reviewing participant applications and forms for completion and accuracy
- Drafting professional written correspondence to members
- Recommending corrective action to adjust participant issues and make adjustments where needed
Additional Duties Include:
- Responds to email and voicemail inquires
- Process annual declaration forms
- Calculate pension projections
- Liaison to all internal departments, SAG-AFTRA National and Local offices
- Provides administrative support to other departments; clerical duties include departmental filing, mailing, typing and other administrative duties as needed
- Other duties as assigned by management
JOB REQUIREMENTS:
- High school diploma required. Associate's/Bachelor's degree or equivalent work experience preferred.
- Excellent communication, customer service focus and phone etiquette skills a must
- Demonstrated high quality customer service/call center experience required
- Self-motivated and willing to work proactively to resolve issues
- Team player - Cooperative attitude is essential
- Ability to effectively master and recall plan information, policies and procedures with accuracy
- Strong computer skills- Ability to effectively navigate systems and screens to locate relevant information
- Retirement services / pension background is a plus
AFTRA Retirement Fund provides a comprehensive set of benefits and promotes a culture of work-life balance. This position offers a hybrid mix of in-office and remote work. COVID-19 vaccination is required. AFTRA Retirement Fund values diversity and is an equal opportunity employer.
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Seniority level
Entry level -
Employment type
Full-time -
Job function
Customer Service and Administrative -
Industries
Non-profit Organizations
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See who you knowFeatured Benefits
Inferred from the description for this job
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Medical insurance -
Dental insurance -
Vision insurance -
401(k) -
Pension plan -
Commuter benefits -
Tuition assistance
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