Customer Care Professional

3 weeks ago


Albany, United States Infojini Inc Full time

Job Title - Receptionists/Secretaries/Admin

Location - Albany, New York - 12204

Duration - 24+ Months


Job Description:

Job Title: Receptionists Secretaries, Except Legal, Medical, and Executive


Job Duties:

Selected Candidates will:

• Provide initial personal contact response over the telephone to customers regarding self-service and navigation of Retirement Online, the Retirement System’s portal, which will include:

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, enrolments 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, which will include:

• 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, faxes).

• Accessing and navigating Retirement Online, the Internet and OSC’s Intranet.

• Other duties as assigned.


Preferred Qualifications:

• 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.



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