Contact Center Trainee (W6126)

VRS Virginia Retirement System; Virginia (MN); Hybrid; USD 18,000 - 29,000; Part time

Job summary

The Virginia Retirement System is seeking a remote Customer Contact Center Trainee to provide frontline service for retirees, members, and employers. This part-time role handles calls, emails, and written inquiries about retirement benefits in a fast-paced setting. Training occurs virtually via Microsoft Teams, with hours Monday through Friday, 8:30 a.m.

to 4:30 p.m. Flexible scheduling and strong customer service skills are essential.

Qualifications

• High school diploma or GED equivalent.
• Two years of relevant experience in a high-volume customer service role.

Responsibilities

• Respond to phone calls, emails, and written correspondence to provide pension and benefit information.
• Serve as front-line representative for retirees, members, beneficiaries, and participating employers.
• Maintain accurate, timely records and provide courteous, professional service in a high-volume environment.

Skills

Customer service

Communication

Attention to detail

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Eligibility

This position is open to Virginia residents only.

Job Description

The Virginia Retirement System is seeking a remote Customer Contact Center Trainee to serve as a front-line representative for retirees, members, beneficiaries, and participating employers. This position responds to phone calls, emails, and written correspondence regarding post-retirement pension and benefit information. This is a part-time opportunity for individuals who are customer-focused, detail-oriented, and interested in learning about retirement benefits in a high-volume service environment.

Interview and Assessment Process

VRS uses video or phone screen interviews and Criteria Corp assessments as the first step in the interview process. If selected, candidates will receive an email invitation to participate. Please check your email regularly, as phone calls will not be made.

Schedule and Work Hours

• Hours: 29 hours per week
• Work Hours: Flexible schedule between 8:30 a.m. and 5:00 p.m.
• Workdays: Monday through Friday

Benefits

Benefits: None

Required Training

All new hires complete virtual training through Microsoft Teams. Training is held Monday through Friday from 8:30 a.m. to 4:30 p.m. Daily attendance is expected to successfully complete the training program.

Minimum Qualifications

• High school diploma or GED equivalent
• Two years of relevant experience in a high-volume customer service role

Required Skills and Abilities

Strong customer service, communication, and attention-to-detail skills. Candidates must be able to communicate clearly and professionally, both verbally and in writing, using proper grammar and a confident, courteous tone. Candidates must be organized, able to manage multiple priorities, meet deadlines, and remain flexible in a fast-paced work environment. This role requires the ability to maintain courteous and effective working relationships with staff, elected officials, VRS members, retirees, and employers. Candidates must have strong computer skills and experience using Microsoft Office products, including Outlook, Word, and Excel.

Additional Considerations / Preferred Experience

Preferred candidates are comfortable in a challenging, fast-paced, and rewarding environment. They are committed to superior customer service and work well as part of a team. Preferred experience and skills include:

• College degree
• Prior pension, benefit plan, human resources, or counseling experience
• Ability to interpret and apply VRS plan benefit products and services to customer inquiries
• Ability to explain plan information and financial planning terminology to retirees
• Strong reading, writing, and math skills
• Proficiency using a computer and office productivity software
• Professional verbal and written communication skills
• Ability to perform basic calculations and financial interpretations
• Experience serving diverse customer populations through multiple communication channels

Hiring Range

Hiring Range: $21.02

ABOUT US

VRS0, an independent state agency based in Richmond, delivers retirement and other benefits to covered Virginia public sector employees through sound financial stewardship and superior customer service. VRS ranks as the 15th largest public or private pension fund in the U.S. and the 36th largest in the world, serving more than 861,000 active and inactive members, retirees and beneficiaries. Members include public school teachers, political subdivision employees (cities, towns, special authorities and commissions), state agency employees, public college and university personnel, state police, Virginia law officers and the judiciary. Approximately 864 employers participate in VRS.

Mission Statement VRS delivers retirement and other benefits to Virginia public employees through sound financial stewardship and superior customer service. Vision Statement To be the trusted leader in the delivery of benefits and services to those we serve.

IMPORTANT NOTICES

VRS is unable to provide sponsorship at this time or any time in the future. VRS' current hybrid schedule includes onsite work Tuesday through Thursday and remote work on Monday and Friday. From time to time, employees may be asked and are expected to work onsite to support business needs.