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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


NGA Human Resources is searching for a HRM Advisor to support the Pension Inquiry Center (HRM CSR Rep I – Entry (CAN). Additional responsibilities and requirements are listed below. 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.  



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
  • 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 


  • High School diploma or equivalency



  • 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


  • Required: English

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