Call Center Specialist

4 weeks ago


Albany, United States Rose International Full time

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.



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