Customer Service Representative

JOB SUMMARY:

The Participant Services Counselor (customer service rep role) is primarily responsible for answering incoming calls and providing issue resolution and high quality customer service support to participants/members and other callers. The Participant Services Counselor also supports cross-departmental clerical functions and work orders related to providing service to participants.

JOB RESPONSIBILITIES:

Responsible for telephone and/or in person consultation with participants/members to explain retirement benefits under the Fund.

Participant consultations include:

• Answering participant inquiries
• Verifying eligibility for retirement benefits
• Communicating benefit plan features
• Inputting new and updated participant information in computer systems
• Reviewing participant applications and forms for completion and accuracy
• Drafting professional written correspondence to members
• Recommending corrective action to adjust participant issues and make adjustments where needed

Additional Duties Include:

• Responds to email and voicemail inquires
• Process annual declaration forms
• Calculate pension projections
• Liaison to all internal departments, SAG-AFTRA National and Local offices
• Provides administrative support to other departments; clerical duties include departmental filing, mailing, typing and other administrative duties as needed
• Other duties as assigned by management

JOB REQUIREMENTS:

• High school diploma required. Associate's/Bachelor's degree or equivalent work experience preferred.
• Excellent communication, customer service focus and phone etiquette skills a must
• Demonstrated high quality customer service/call center experience required
• Self-motivated and willing to work proactively to resolve issues
• Team player - Cooperative attitude is essential
• Ability to effectively master and recall plan information, policies and procedures with accuracy
• Strong computer skills- Ability to effectively navigate systems and screens to locate relevant information
• Retirement services / pension background is a plus

AFTRA Retirement Fund provides a comprehensive set of benefits and promotes a culture of work-life balance. This position offers a hybrid mix of in-office and remote work. COVID-19 vaccination is required. AFTRA Retirement Fund values diversity and is an equal opportunity employer.