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HRM CSR Rep - Pension

Job category:  Operations
Work location:  Office Based
Office location: 

St John's, CA

Contract type:  Permanent
Job type:  Employee

Spacer

NGA Human Resources is a market leader in innovative HR services and has been awarded with several honors illustrating our leadership in the HR outsourcing and SAP HCM markets.

 NGA Human Resources is searching for HRM CSR Reps  to support the Pension Inquiry Center (HRM CSR Rep I – Entry (CAN).   (30 positions to start in September 2019 - starting rate $13.50 per hour).

                                                                                                                                       

Summary

Work with our Client’s Employees and Retirees via phone to answer pension and retirement related inquires.

 

TEAM PROCESSES: Pension & Retirement

 

Duties (include but are not limited to)

  • Act as a main point of contact for our Client's Employees and Retirees
  • Correspond and communicate via telephone
  • Monitor the case management system and action cases as necessary
  • Answer questions and inquiries related for terminated and retired employees
  • Provide support with respect to death reporting and package inquiries
  • Maintain a courteous, friendly and professional manner on calls
  • Listen attentively to their needs and concerns; demonstrate empathy
  • Clarify and confirm understanding of issues and/or questions
  • Confirm understanding of solutions and provide  callbacks and additional explanation as needed
  • Prepare complete and accurate work and update employees’ file
  • Effectively transfer misdirected callers to an appropriate party
  • Contribute ideas on ways to resolve problems to better serve the caller and/or improve productivity
  • Participate in activities designed to improve caller satisfaction and business performance
  • Occasionally use decision-support tools to answer questions
  • Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
  • Offer solutions to issues that are often non-standard/non-routine and require some clarification
  • Maintain a broad knowledge of client services
  • Other duties as assigned 
     

Education/Experience

  • High School diploma or equivalency

 

Skills

  • Knowledge of basic computer operations
  • Ability to learn
  • Courteous with strong employee care orientation
  • Dependable with proficient attention to detail
  • Good listening and responding skills
  • Must be flexible with the ability to adapt to changes quickly and think conceptually
  • Solid problem solving skills
  • Some technical knowledge
  • Ability to work within a team environment
     

 Language

  • Required: English

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