Customer Service Representative

About the Role

This position is responsible for answering inbound and outbound communications from Colorado PERA members, explaining detailed information regarding Colorado PERA's retirement plans and other member benefits, such as healthcare programs. The role involves accessing and explaining member and benefit recipient account options, routine maintenance, website navigation, and secure online account access. Spanish speakers are preferred.

This position will be based in the Westminster office with the initial training period in either the Denver or Westminster offices, depending on business need. Once in-person training is completed, there will be an option for a hybrid work-from-home schedule.

Ideal Candidate

Our ideal candidate is personable, reliable, articulate, professional, polite, and service-oriented, with a positive and flexible attitude. Prior experience in financial services and/or retirement plans is desirable. We seek a customer service professional who can explain complex ideas in easily understood terms, adjust communication to individual needs, and connect with a diverse range of people.

Responsibilities

• Respond to member or benefit recipient questions or general inquiries via telephone, email, or other communication methods.
• Identify caller needs, research issues, and offer options and solutions in a professional manner.
• Understand, explain, and clarify Colorado PERA services and processes.
• Comply with Colorado PERA policies and procedures and all applicable laws related to plan designs and benefits.
• Continually develop knowledge of Colorado PERA and the retirement industry.
• Participate in ongoing training and educational opportunities for professional development.
• Maintain regular and prompt attendance in the workplace.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent education (Bachelor’s degree preferred).
• Exceptional verbal and written communication skills in English; bilingual Spanish preferred.
• Prior work experience in benefits, retirement plans, customer service, or contact center functions, or an equivalent combination of experience and post-secondary education.
• Strong problem resolution, attention to detail, and interpersonal skills.
• Ability to follow established policies and procedures.
• Ability to comprehend and communicate complex retirement, benefits, and insurance information.
• Openness to feedback and coaching.
• High level of professionalism and ability to handle sensitive information confidentially.
• Knowledge of and ability to navigate computer applications and related business software.
• Ability to maintain quality, attendance, and efficiency standards in a contact center environment.
• Ability to work productively and positively within a team environment.

Conditions of Employment

• Successful completion of a new hire training program.
• Regular attendance and minimal corrective action(s).

Working Conditions

• Standard office environment with frequent telephone communication, computer operation, and use of office productivity machinery.
• Occasional moving and positioning of supplies in excess of 20 pounds.
• Professional presentation in alignment with the financial services industry.
• Ability to sit for prolonged periods of time.
• Ability to operate standard PC equipment.
• Ability to handle stress associated with frequent deadlines and tight schedules.

Schedule

Opportunity to work from home up to two days per week, eligibility dependent upon factors detailed in PERA's Work from Home Policy. Hybrid work schedule is subject to change as business needs change.