Job description
Overview:
This position requires a broad knowledge of pension benefits as well as a general knowledge of every aspect of the Systems’ operations, ability to coordinate with others within the organization both verbally and in writing to resolve member and employer issues. The position will require strong interpersonal skills to create positive work relationships. Responsibilities:
Knowledge Services is hiring for an Employee Advocate for the State of Indiana in downtown Indianapolis. This is a 4-month contract with a potential for full-time placement. Training will be 6-8 weeks in office and then a hybrid schedule option is available.
M-F 8am - 4pm
This position requires a broad knowledge of pension benefits as well as a general knowledge of every aspect of the Systems’ operations, ability to coordinate with others within the organization both verbally and in writing to resolve member and employer issues. The position will require strong interpersonal skills to create positive work relationships.
- Work directly with our Employers to answer questions and resolve issues, including but not limited to retirement and disability processes, plan provisions and any other day to day items relating to the administration of retirement plans.
- Communication with Employers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and wage and contributions.
- Develop Employer relationships.
- Respond to inquiries regarding and provide the necessary supplemental informational materials that reinforce the interaction with Employers.
- Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.
- Interpret and explain the benefit provisions of all retirement plans.
- Track all contacts made with employers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
- Partner with the Call Center management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
- Other related duties and projects as assigned.
Requirements
- Ability to answer or resolve complex issues and provide training and assistance to others over the phone or via email and all media channels.
- Maintaining a professional demeanor in all situations.
- Demonstrating patience while determining caller’s needs.
- Using customer service techniques to effectively manage challenging customers.
- Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
- Research and following-up on complex issues. Documenting various obstacles and offering solutions to complex customer service problems.
- Engaging the appropriate person/department to solve a problem for a member or employer.
- A positive attitude, passion for providing world class customer service, and an emphasis on problem solving.
- Exceptional oral and written skills needed for communications over the phone and in writing with members and staff.
- Excellent problem solving, research and analytical skills necessary for interpreting and responding to technical inquiries from various sources.
- Strong organizational skills needed in setting priorities and effectively meeting.
- Associate’s degree and at least one year of customer service experience; or High School diploma/GED with three years of customer service experience
- Experience in financial services, insurance, group benefit or pension industry
- Strong computer skills in Microsoft Office, Windows and e-mail
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