Job Description :
Pay Range $18hr - $20hr
- Provide initial personal contact response over the telephone to customers regarding self-service and navigation of Retirement Online, the Retirement System’s portal, which will include :
- 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, which will include :
- 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, faxes).
- Accessing and navigating Retirement Online, the Internet and OSC’s Intranet.
- Other duties as assigned.
Preferred Qualifications :
- The Office of the State Comptroller is seeking candidates that :
- 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.
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