Contact Center Representative - Retiree Counseling Representative (Remote)

VRS Virginia Retirement System; United States; Remote; USD 54,000 - 66,000; Full time

Benefits offered by this job

Remote work

Competitive compensation

Job summary

Virginia Retirement System is seeking an experienced Retiree Counseling Representative to work remotely from Virginia. The role focuses on delivering frontline support to retirees, explaining retirement benefits, and guiding customers through the MyVRS portal and related processes.

Ideal candidates have at least two years of high-volume customer service experience, strong communication skills, and the ability to work independently in a remote environment while ensuring confidentiality and

Qualifications

• Minimum two years of experience in a high-volume customer service environment or related field.
• Experience assisting customers via telephone, email, or in person.
• Ability to navigate multiple computer applications and databases in a remote setting.

Responsibilities

• Respond to questions and requests about VRS plans, benefits, and retirement processes via multiple channels.
• Provide guidance on retirement steps, processing timelines, and beneficiary information.
• Resolve and escalate issues as needed; complete income verification requests.
• Process death notifications for retirees, members, and survivors; liaison with other departments.
• Troubleshoot MyVRS access and assist with online services.
• Document interactions accurately and maintain records; adhere to policies.

Skills

Customer service

Remote work capability

Communication skills

Multitasking

Education

High school diploma or equivalent

Job description

GROW YOUR CAREER SERVING THOSE WHO SERVE OTHERS!

Open to Virginia Residents Only

The Virginia Retirement System (VRS) is seeking an experienced contact center customer service professional to work remotely as a Retiree Counseling Representative providing primary customer contact for VRS retirees.

Essential duties include but are not limited to:

• Responds accurately to a variety of questions, inquiries, and requests related to VRS plans, benefits, and retirement processes through multiple mediums.
• Provides guidance regarding the retirement process, including, but not limited to, the application review, timeline for processing, group life insurance, confirmation of beneficiary, and expectancy of first monthly benefit payment.
• Resolves and escalates issues that arise as appropriate.
• Completes income verification requests.
• Processes death notifications for retirees, members, and survivors.
• Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
• Conducts research and provides follow-up as necessary.
• Prepares correspondence and communications as necessary.
• Provides assistance with online access to MyVRS, troubleshooting technical issues.
• Executes and communicates relevant Contact Center policies and procedures.
• Maintains up-to-date knowledge of all relevant policies and procedures.
• Assists in answering calls in other queues as required.
• Performs various other duties and participates in special projects as assigned.
• Participates in cross-hierarchal teams and contribute to improving services across agency lines.

Minimum Qualifications:

• Highschool diploma or equivalent.
• Two (2) years of experience in a high volume customer service environment, employee benefits administration, public administration, accounting, payroll, finance, or related field.
• Experience serving customers by telephone, email, or in person.
• Experience navigating multiple computer applications, databases and communication platforms in a remote environment while researching information.
• Ability to work effectively in a remote environment maintaining availability during established work hours.

The most qualified candidates will possess:

• Ability to learn and apply retirement benefits, policies, procedures and business rules.
• Strong customer services skills and the ability to communicate professionally with individuals with varying levels of benefit knowledge.
• Ability to explain complex information clearly.
• Ability to listen, ask appropriate questions, research information and identify customer needs.
• Ability to navigate web-based systems while assisting customers.
• Ability to accurately document customer interactions and maintain complete records.
• Ability to organize work, manage multiple priorities and meet established service and quality standards.
• Ability to protect confidential and sensitive member information and comply with established information security and privacy while working remotely.
• Ability to work independently on routine matters while seeking guidance on complex or unfamiliar issues.
• Ability and willingness to participate in ongoing training and maintain knowledge as benefits, policies, procedures and systems change.

Remote Work Requirements:

This position is designated for remote work and requires the ability to perform assigned responsibilities effectively in a remote environment. Employees must maintain reliable connectivity, effectively use required technology and virtual communication tools, protect confidential information, maintain regular communication and availability during established work hours. Additionally, employees must meet established performance, quality and customer service expectations.

Hiring Range:

$60,265