Clerk III — Remote Records & Customer Support

Serco; Bath (ME); À distance; USD 40 000 - 60 000; Plein temps

Résumé du poste

Serco is seeking a General Clerk III to support the PBGC contract. You will act as a liaison between the government customer and participants, resolve inquiries, and prepare/upload documents into PBGC systems.

Role requires CSRI/CSRII level experience handling calls, strong MS Office skills, and the ability to work under supervision in various environments. Travel up to 10% and telework options are available where appropriate.

Qualifications

• High School Diploma or GED
• Must have previous experience on the PBGC contract
• Must be a CSRI or CSRII at minimum and have in-depth knowledge and experience handling incoming calls from participants
• Must be able to exercise analysis and experience in selecting documented procedures to follow in searching for, interpreting, selecting, or coding items to be entered from a variety of source documents
• Microsoft Office knowledge and experience
• Must be able to work in a variety of different environments as required for records collection
• Must be able to lift 25 lbs
• Must be able to provide a suitable teleworking environment to include sufficient internet access in a private, secure setting
• Must be able to obtain and/or maintain a Public Trust security clearance
• Ability to travel up to 10% as required

Responsabilités

• Act as a liaison between our government customer and its participants. Effectively resolves customer issues, requests and inquiries.
• Prepare, and upload documents into PBGC systems.
• Assist with records collection trips by occasionally traveling to plan sites or PBGC headquarters to prepare, scan and upload plan and participant documents.
• Have knowledge of commonly used concepts, practices and procedures as it relates to benefits administration.
• Provide excellent customer service.
• Handle inbound calls in a timely manner, following call center scripts when handling different topics, identifying customer needs, providing basic information, researching participant accounts, addressing basic questions or issues, providing an accurate and efficient response.
• Keep accurate records of all conversations while meeting contractual qualitative and quantitative targets.
• Perform tasks associated with call handling to include basic plan and participant file research and updates.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Works under immediate supervision and reports to a supervisor.
• Work under immediate supervision and report to a supervisor.
• Adhere to PBGC, Serco, and team policies.
• Embody the Serco values.

Connaissances

Customer service

PBGC contract experience

Call center experience

MS Office knowledge

Travel up to 10%

Formation

High School Diploma or GED

Outils

PBGC systems

Description du poste

Serco is seeking a General Clerk III to support the PBGC contract. You will act as a liaison between the government customer and participants, resolve inquiries, and prepare/upload documents into PBGC systems.

Role requires CSRI/CSRII level experience handling calls, strong MS Office skills, and the ability to work under supervision in various environments. Travel up to 10% and telework options are available where appropriate.