Call Center Representative (Hybrid)

The MERS Service Center is the frontline and central point of access for customers, providing excellent and consistent service and education for all MERS products and services, and for a variety of employer and participant contacts. The team works closely with all areas of the organization to ensure MERS is meeting the Vision of delivering superior value to customers.

JOB DUTIES

• Frequent contact with customers on a diverse range of topics discussing and resolving concerns, including:
• Explaining MERS products and services, including benefit provisions and how they work and implementing any necessary follow up
• Educating about MERS participant directed account investment fund lineup and fees, providing information and implementation of investment changes
• Assisting with HCSP claim reimbursements by explaining the process for accessing funds and resources to take advantage of the tax free medical account
• Outlining the retirement process, including explaining benefit estimates and payment options for DB, as well as providing coordination and service for the process with non-DB products in coordination with the recordkeeper to manage expectations and timeline
• Proactively providing information and service for incoming rollovers, working with the customer, MERS recordkeeper and prior plan administrator to ensure a smooth transition and follow up
• Troubleshooting with customers on technology platforms (ER Portal and myMERS Portal), including working with MERS recordkeeper to resolve access, reporting or technical issues
• Researching and responding to customer inquiries conducted through other platforms, such as email, portal, social media, etc.
• Reviewing & processing transactional items including, but not limited to membership applications, pension verifications, beneficiary changes, name/address changes, and direct deposit (EFT) and tax (federal/state) withholding requests
• Education to customers on myMERS online account, including how to find reported contributions, apply for a loan, take the various types of distributions, check vesting status, opt out of mailed statements, retrieve quarterly statements and how to update information online, in support of the Balanced Scorecard metric for online transactions
• Proactively provide information and service for employer reporting contacts on the process for reporting wages and contributions, invoicing and correcting contributions, wages, and, service
• Schedule and conduct onsite one-on-one educational sessions with participants
• Proactively contact customers on a variety of topics and information as part of ongoing outreach efforts
• Provide information, awareness and resources to customers related to MERS IRA and 457 to improve engagement with financial wellness tools, support the continued growth of the MERS pool and increase satisfaction
• Maintaining awareness on legislative and regulatory information and changes to ensure up to date information if provided to customers
• Consistent focus on customer, listening and investigating and providing feedback to anticipate needs, provide consistent service and intuitive processes and systems
• Cultivating and maintaining relationships with customers
• As needed, serving on various business plan projects as the customer advocate, ensuring intuitive processes and systems in support of the MERS Vision
• Remain current regarding laws, compliance issues, and general industry topics/events
• Assist with special projects updating / writing team procedures, software testing and backup department staff, as needed

Education:

• High school diploma or GED-equivalent
• An equivalent combination of education and/or experience

Experience:

• Working in a team environment
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Licensure, Certification, or Registration:

• Must be free and clear of any convictions under the Office of Inspector General Exclusions List, not as a condition of employment, but as an obligation to a partner organization

Preferred Qualifications:

• Associate's degree
• 1-2 years of experience in a customer service and/or service center role
• 1-2 years of prior front-line service experience in a financial and/or retirement services environment

Knowledge of:

• Microsoft Office products

Skill in:

• Navigating computer systems
• Critical thinking and problem-solving
• Attention to detail

Ability to:

• Communicate in writing in a clear and concise manner
• Multi-task, stay organized and meet deadlines
• Display a friendly, professional demeanor
• Use discretion when working with confidential and sensitive information
• Work quickly under pressure

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Location: All work of this position will be performed on site at MERS main office.
• Weather: While performing the duties of this job, the employee is not exposed to weather conditions.
• Noise: The noise level in the work environment is usually moderate.