General Clerk III

Serco; Bath (ME); Remote; USD 40,000 - 60,000; Full time

Job summary

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

Responsibilities

• 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.

Skills

Customer service

PBGC contract experience

Call center experience

MS Office knowledge

Travel up to 10%

Education

High School Diploma or GED

Tools

PBGC systems

Job description

Position Description & Qualifications

Are you a customer service representative interested in supporting the PBGC contract at Serco?

In the General Clerk III role, you will:

• 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.

To be successful in this role, you will have:

• 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

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: [e-mail] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [e-mail] .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act.For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract.Benefits – Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):

• Medical, dental, and vision insurance

• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract

• 401(k) plan that includes employer matching funds

• Tuition reimbursement program

• Life insurance and disability coverage

• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

• Birth, adoption, parental leave benefits

• Employee Assistance Plan that includes counseling conditions

• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [e-mail] .