Specialist, Service Representative

The role:

The Specialist, Service Representative serves as the first point of contact for responding to plan member and employer requests and inquiries and provides an excellent and distinctive service experience as a part of the Plan Operations team.

What you will do:

• Responds to phone, email, and secure benefits portal inquiries and redirects inquiries that need immediate attention and assigns cases to the proper departments.

• Researches, interprets, and shares comprehensive Benefits Plan information with members, and processes transactions using expertise, tools, and technology.

• Provides technical support for the secure benefits portal to help members make informed decisions about benefits, ensuring plan members fully utilize the benefits, programs, and services available to them.

• Provides assistance with Employer Agreements, ensures compliance with procedures, and demonstrates sensitivity to members while maintaining quality and production standards.

• Interacts collaboratively and effectively with other teams and escalates complex requests and questions to specialized support staff as needed.

What you need to succeed:

• An associate degree in a business or hospitality related field with two years of customer service or call center experience.

• Keeps current with plan, program, and administrative changes, demonstrating a high level of knowledge and awareness to plan members.

• Understands the needs of members to respond with professionalism and compassion.

• Problem solves, demonstrates effective time management.

• Interprets and effectively communicates comprehensive benefits information, making every service interaction a personalized and seamless experience.

• Takes initiative to deliver service within a highly motivated, fast-paced, results driven environment requiring quick turnaround and quality output.

• Provides exceptional customer service and a high level of creativity, enthusiasm and strong interpersonal skills.

• Proficiency with typing and customer care technologies, Salesforce preferably.

• Exceptional listening, oral, written and interpersonal skills.

• An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.