Title: Contact Center Representative - Member Counseling (Remote)
State Role Title: Admin & Office Specialist II
Hiring Range: $56,531
Pay Band: UG
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type: General Public - G
Job Duties
***Please Read This First - Selected candidates will be contacted to schedule a phone screen and will also receive an assessment through Criteria. Please be sure to check your email daily, as no phone calls will be made.***
The Virginia Retirement System (VRS) is seeking an experienced contact center customer service professional to serve as a Member Counseling Representative answering phone calls and responding to a variety of questions, inquiries, and requests related to advanced-level pension and benefit information. This position serves as a front-line representative and provides exceptional customer service to active VRS members.
Essential duties include but are not limited to:
• Maintains an advanced level of understanding of the agency’s benefits, services, and all related procedures.
• Verifies and validates the identity of callers to properly assist with needs.
• Responds accurately to a variety of questions, inquiries, and requests related to plans, benefits, and retirement processes via phone.
• Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
• Conducts research and makes follow-up phone calls as necessary.
• Provides assistance with online access to MyVRS, troubleshooting technical issues that arise.
• Executes and communicates all relevant Contact Center policies and procedures, including providing procedural information to other staff members.
• Prepares customer communications and correspondence as required, using a variety of communication mediums.
• Performs various other duties and participates in special projects as assigned.
• Participates in cross-hierarchal teams and contribute to improving services across agency lines.
Minimum Qualifications
High School Diploma or GED Equivalent.
Two (2) years of call center or customer service experience or an equivalent combination of education and experience.
Required Skills and Abilities:
• Prior experience working remotely as a customer service professional.
• The ability to work independently from a home office with limited interruption.
• Must have strong working knowledge of computers and be proficient in the use of Microsoft Office Suite of Products (i.e., Outlook, Word, Excel, etc.)
• Superior customer service skills, and strong active listening ability.
• Ability to effectively communicate (verbally and in writing) in a clear, professional, confident manner using proper grammar.
• Ability to consistently engage with diverse customer populations, and build rapport through professionalism, empathy, and confidence.
• Ability to manage and de-escalate customer complaints.
• Proficiency in math.
• Ability to follow established procedures; complete assignments within established deadlines.
Additional Considerations
Highly desired candidates will posses these additional qualifications:
• College degree or some college courses.
• Prior pension, benefit plan, HR or counseling experience.
• Ability to interpret and apply knowledge of VRS Plan benefit products and services related to caller inquiries.
• Ability to counsel VRS members on plan information and financial planning terminology.
• Ability to perform basic calculations and financial interpretations.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Contact Information
Name: Human Resources
Email: careers@varetire.org
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
