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Call Center Representative

3 months ago

Albany, United States Staff Today Inc Full time

Health Advocates Network is currently seeking a **Call center Representative** to work at a facility in **Albany, New York.** **These are _registry_ positions with our company.

**Pay Rate**:$20 / hour

**Shift details**:

- Monday-Friday/9: 00am-5: 00pm

**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.

**Job Duties**:

- 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, 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, 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.

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