Title: Contact Center Representative - Retiree Counseling Representative (Current VRS Employees Only)
State Role Title:
Hiring Range: $58,227
Pay Band: UG
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type: Agency Employee Only - A
Job Duties
Job Duties – Open to current employees of the Virginia Retirement System only.
***Please Read This First - VRS uses video or phone screening interviews and assessments as the initial step in the interview process for this position. If you are selected for this step, you will receive an email invitation to participate. Please ensure you check your email regularly, 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 Retiree Counseling Representative providing primary customer contact for VRS retirees.
Essential duties include but are not limited to:
• Responds accurately to a variety of questions, inquiries, and requests related to VRS plans, benefits, and retirement processes through multiple mediums.
• Provides guidance regarding the retirement process, including, but not limited to, the application review, timeline for processing, group life insurance, confirmation of beneficiary, and expectancy of first monthly benefit payment.
• Resolves and escalates issues that arise as appropriate.
• Completes income verification requests.
• Processes death notifications for retirees, members, and survivors.
• Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
• Conducts research and provides follow-up as necessary.
• Prepares correspondence and communications as necessary.
• Provides assistance with online access to MyVRS, troubleshooting technical issues.
• Executes and communicates relevant Contact Center policies and procedures.
• Maintains up-to-date knowledge of all relevant policies and procedures.
• Assists in answering calls in other queues as required.
• 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
Highschool diploma or equivalent
Two (2) years of experience in a high volume customer service environment, employee benefits administration, public administration, accounting, payroll, finance, or insurance.
Additionally candidates should have:
• Excellent reading, writing and math proficiency.
• Proficiency with Microsoft office productivity software.
• Professional verbal and written communication skills.
• The ability to analyze and perform complex calculations.
• The ability to multi-task, set priorities and manage time effectively.
• The ability to work independently from a home office with limited interruption.
• The ability to travel to the office when required.
Additional Considerations
Experience working remotely as a customer service professional
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 retirees on plan information and financial planning terminology.
Proficiency in reading, writing, and math.
Proficiency in using a PC and office productivity software.
Professional verbal and written communication skills.
Ability to perform basic calculations and financial interpretations.
Experience interacting with diverse customer populations using a variety of communication mediums.
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.
