Client Services Representative (Call Center - Health Benefits, Pension)

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Job description

Telecommute position, or if in the Tri-Stae area, prefer the candidate be able to report into the NYC Office,

Shift is from 12pm EST to 8pm EST

Church Pension Group (CPG) is a financial firm located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.

The Client Services Representative is responsible for providing information, service and assistance related to Pension and Health & Welfare plans in a contact center environment taking inbound calls and working on client request via a variety of channels. The position is responsible for special tasks and projects as assigned.

QUALIFICATIONS

Strong knowledge of Microsoft Excel and Word.
Meet or exceed performance standards in both quality and efficiency.
Intermediate computer skills.
Excellent communication (both verbal and written), interpersonal, and organizational skills.
Proven ability in judgment and handling angry/irate customers.
Ability to expeditiously process quality transactions and provide follow-up as necessary.
Ability to work as a team member and achieve team goals in a "client-focused" environment.
Knowledge of organizational structures and functional responsibilities of an office.
Experience with Pension and Health & Welfare benefits plans.
Ability to explain complex information simply.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides customer service assistance for situations regarding Pension and Health & Welfare plans. Responsible for maintaining high standards of quality in these interactions/transactions.
Routinely suggests opportunities for improvement and supports the execution of such improvements.
Accepts benefit plan inquiries from plan participants, retirees and beneficiaries as well as from other company and Diocesan personnel; resolves most questions and problems; refers only the most complex issues to a more senior member of the department; utilizes system(s) and other department resources to obtain necessary information to answer questions and provide information; documents all activity and maintains accurate records of all referrals.
Accesses the system(s) in order to obtain necessary information to answer questions and provide information to customers and various company personnel. Ensure changes, correction, or other actions on the system are documented and records maintained.
Responds to web mail inquiries within delegated authority.
Initiates changes, corrections, or other actions in the system(s) within delegated authority.
Prepares reports and other similar documents; ensures that information is fully researched and accurate.
Develops effective working relationships with customers whether it be an external customer or an employee from another location or functional area.
Aids other Client Service Representatives and department staff; performs other administrative and processing tasks as requested such as but not limited to sending correspondence, paperwork and forms to plan participants and sponsoring employers; assists in training new and/or temporary staff.
Maintains effective working relationships with both internal and external clients.

EDUCATION and/or EXPERIENCE

AA or AS or a combination of education and experience.
2+ years' experience in a contact center environment.
Bilingual English/Spanish is a plus.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extensive use of computer keyboard, 2 monitors and headset
Extensive use of phone

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Home office and/or Professional office environment

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas.

EOE: Minorities/Female/Disability/Vet/Sexual Orientation

If you are a CPG employee, please use your CPG email address when creating your profile to apply.

We are currently in a work from home posture, but will be returning to the office mid October. We are evaluating options for flexibility at this time.