Service Center Operations Specialist

19 hours ago


Lansing, Michigan, United States MERS Full time
Job Summary
MERS seeks a dedicated Service Center Operations Specialist to join our team. As a key member of our operations team, you will play a crucial role in delivering exceptional customer service and support. The ideal candidate will have excellent communication skills, a strong ability to multitask, and a passion for resolving complex issues.

The successful candidate will be responsible for frequent contact with customers on a diverse range of topics, including explaining MERS products and services, educating about MERS participant directed account investment fund lineup and fees, and assisting with HCSP claim reimbursements. You will also provide information and service for incoming rollovers, troubleshoot technology platforms, and review transactional items such as membership applications and pension verifications.

We are looking for a highly motivated individual who is comfortable working in a fast-paced environment and can demonstrate a friendly, professional demeanor. If you have experience in customer service and/or service center roles, this may be the perfect opportunity for you to take your career to the next level.

Key Responsibilities
  • Frequent contact with customers on a diverse range of topics discussing and resolving concerns.
  • Explaining MERS products and services, including benefit provisions and how they work.
  • Educating about MERS participant directed account investment fund lineup and fees.
  • Assisting with HCSP claim reimbursements by explaining the process for accessing funds and resources.
  • Providing information and service for incoming rollovers.
  • Troubleshooting with customers on technology platforms (ER Portal and myMERS Portal).
  • Reviewing and processing transactional items, including but not limited to membership applications, pension verifications, beneficiary changes, name/address changes, and direct deposit (EFT) and tax (federal/state) withholding requests.


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