Skip to Main Content
← Back to Jobs

Senior Customer Service Representative

IAM National Pension Fund Philadelphia ,PA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

SUMMARY

The Senior BTF Customer Service Representative (CSR) is responsible for increasing customer satisfaction by providing callers with accurate and timely information in the processing of their issues and requests. The Senior CSR will provide Department-wide support for participant issues and requests which have an increased level of complexity. The Senior CSR will act as a resource to Management and other BTF CSRs in the processing of complex issues and requests acting in accordance with compliance guidelines and departmental procedures.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Answers a high volume of telephone inquiries from participants, retirees, beneficiaries, contributing employers and union representatives in a courteous, professional and timely manner and inputs a summary of each call into the tracking system
  • Utilizes multiple databases to investigate, review and resolve inquiries
  • Responds to and resolves escalated issues and/or unique or complex requests from participants and others
  • Initiates contact with appropriate resources and personnel to obtain information to resolve participants concerns or inquiries
  • Provides guidance to other customer service representatives as necessary
  • Evaluates data to recommend the appropriate course for the resolution of issues and for the assurance of accurate processing
  • Reviews calls for quality control and forwards calls to Management when issues arise
  • Tracks issues, even when forwarded to other Departments, to ensure issues are resolved
  • Produces summary department reports that have been designed by Management
  • Perform testing of BAS features and functions and recommend enhancements for the betterment of CSR efficiency
  • Assists Management with the drafting of SOPs and other documentation as requested

 

REQUIRED EDUCATION AND EXPERIENCE

  • High School graduate. Some college preferred
  • 5 or more years of health and welfare benefits administration experience required
  • 4 or more years of customer service experience in a call center environment required

 

SKILLS AND ABILITIES

  • Must demonstrate strong interpersonal skills and have the ability to build rapport with participants, peers, management and vendors
  • Must have excellent written and verbal communication skills and a pleasant and articulate telephone manner
  • Must be confident at troubleshooting and investigating issues when additional information or knowledge is required
  • Ability to identify errors and recommend corrective action
  • Strong attention to detail required with ability to multi-task
  • Ability to work in an independent and collaborative environment
  • Must be proficient in using the Windows Operating System as well as Microsoft Office applications (Word & Excel)
Company Description
The IAM National Pension Fund is the 5th largest multiemployer pension fund in the United States with approximately $12 Billion in assets. The Fund has over 1,650 contributing employer locations and pays pension benefits to over 90,000 retires and beneficiaries, providing them with retirement security.

IAM National Pension Fund

Why Work Here?

Competitive compensation and benefits package (all paid in full by the Fund). Opportunity for growth and advancement.

The IAM National Pension Fund is the 5th largest multiemployer pension fund in the United States with approximately $12 Billion in assets. The Fund has over 1,650 contributing employer locations and pays pension benefits to over 90,000 retires and beneficiaries, providing them with retirement security.

Address

Philadelphia, PA
USA

Website