The Participant Services Counselor (customer service rep role) is primarily responsible for answering incoming calls and providing issue resolution and high quality customer service support to participants/members and other callers. The Participant Services Counselor also supports cross-departmental clerical functions and work orders related to providing service to participants.
JOB RESPONSIBILITIES:
Responsible for telephone and/or in person consultation with participants/members to explain retirement benefits under the Fund.
Participant consultations include:
Answering participant inquiries
Verifying eligibility for retirement benefits
Communicating benefit plan features
Inputting new and updated participant information in computer systems
Reviewing participant applications and forms for completion and accuracy
Drafting professional written correspondence to members
Recommending corrective action to adjust participant issues and make adjustments where needed
Additional Duties Include:
Responds to email and voicemail inquires
Process annual declaration forms
Calculate pension projections
Liaison to all internal departments, SAG-AFTRA National and Local offices
Provides administrative support to other departments; clerical duties include departmental filing, mailing, typing and other administrative duties as needed
Other duties as assigned by management
JOB REQUIREMENTS:
High school diploma required. Associate's/Bachelor's degree or equivalent work experience preferred.
Excellent communication, customer service focus and phone etiquette skills a must
Demonstrated high quality customer service/call center experience required
Self-motivated and willing to work proactively to resolve issues
Team player - Cooperative attitude is essential
Ability to effectively master and recall plan information, policies and procedures with accuracy
Strong computer skills- Ability to effectively navigate systems and screens to locate relevant information
Retirement services / pension background is a plus
AFTRA Retirement Fund provides a comprehensive set of benefits and promotes a culture of work-life balance. This position offers a hybrid mix of in-office and remote work. COVID-19 vaccination is required. AFTRA Retirement Fund values diversity and is an equal opportunity employer.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service and Administrative
Industries
Non-profit Organizations
Referrals increase your chances of interviewing at AFTRA Retirement Fund by 2x