Contact Center Rep

Title: Contact Center Rep

Key Responsibilities

• Answer incoming calls and assist participants with pension-related inquiries.
• Document all phone interactions accurately using SharePoint.
• Provide clear and accurate information regarding pension plans, benefits, and eligibility.
• Assist callers in navigating the NEBF and NEAP websites.
• Monitor and manage call queues, ensuring efficient response times.
• Respond to participant emails and messages from the Nightline system.
• Route calls to appropriate departments when necessary.
• Send requested documentation via RightFax and print tax forms or statements for participants.
• Assist in special projects as needed by management.
• Process returned mail and address changes in company databases.
• Prepare and send new participant information packages.
• Perform pension estimate calculations using internal systems.
• Support administrative tasks such as indexing employer records and handling participant correspondence.

Qualifications

Education & Experience:

• Previous experience in a call center or customer service role handling high call volumes.
• Experience in pension administration or financial services is a plus.

Skills & Abilities:

• Strong verbal and written communication skills, with the ability to handle complex inquiries professionally.
• Ability to work efficiently in a fast-paced environment while maintaining accuracy.
• Proficiency in Microsoft Office Suite and SharePoint preferred.
• Strong problem-solving skills with the ability to provide clear resolutions.
• Ability to handle sensitive conversations with empathy and professionalism.
• Comfortable working with multiline phone systems and call queue monitoring tools.
• Ability to compute basic mathematical calculations related to pension benefits.