Handle inbound calls from participants regarding retirement and pension benefits in a professional and courteous manner
Assist participants with retirement package requests, including explanations of available options and required documentation
Answer incoming calls from participants regarding retirement and pension benefits in a professional and courteous manner
Assist participants with retirement package requests, including explanations of available options and required documentation
Provide information on pension eligibility, benefit calculations, and payment timelines
Process and respond to requests for 1099 R tax forms and explain general tax-related information as appropriate
Verify pension benefits for participants, employers, and authorized third parties
Assist beneficiaries with death benefit inquiries and guide them through required processes and documentation
Update participant records, including change of address and other personal information, ensuring accuracy and compliance
Research and resolve participant inquiries by reviewing account details, plan provisions, and system records
Document all calls, actions taken, and resolutions accurately in the system.
Maintain confidentiality and comply with all regulatory, privacy, and company policies
Meet established performance metrics, including quality, adherence, and productivity standards
Escalate complex or unresolved issues to the appropriate department when necessary

Previous customer service and/or call center experience
Strong written and verbal communication skills
Great problem-solving skills
Ability to multitask
Must be able to successfully complete a background check and drug screening
Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175)
Must have the ability to connect with an ethernet cable to a modem/router

Benefits Call Center Representative

Key skills