Contact Center Representative at City of New York

About TRS

Since 1917, the Teachers’ Retirement System of the City of New York (TRS) has been securing better futures for NYC educators. With a pension fund valued at approximately $120 billion, TRS serves over 215,000 members, providing them with retirement, disability, and death benefit services.

Position Summary

Responsibilities

The successful candidate is a highly motivated member focused professional who will provide prompt, efficient, and friendly services to TRS’ members on a wide range of inquiries, concerns and complaints related to TRS products and services. The candidate should enjoy interacting with people by phone, problem solving, and offering solutions with a member focused approach. Reporting to the Call Center Manager, key duties and responsibilities include, but are not limited to:

• Receive and respond to routine member inquiries, concerns, and complaints without updating the system relating to TRS products and services to better inform the member of their benefits.
• Comprehend and review details of existing/historical data regarding inquiry in system to provide members with necessary information.
• Respond and resolve all member inquiries and request on the first visit to avoid follow-up and other assistance.
• Research and examine all relevant information to assess validity of complaint, determine possible causes and resolutions.
  
  

Minimum Qualifications

ASSISTANT RETIREMENT BENEFITS - 40491

• An associate degree or completion of 60 credits from an accredited college, including or supplemented by 9 credits in mathematics, statistics, accounting, and/or actuarial science; or
• A four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience performing mathematical, statistical, actuarial or accounting computations in one or more of the following: a) a retirement or employee benefits plan; b) customer service in a financial
  
  

institution; and/or c) in a position requiring the application of laws, rules and regulations and the use of statistical, actuarial or similar tables; or

• A satisfactory combination of education and/or experience equivalent to “1" or “2" above. College education may be substituted for experience in “2" above on the basis that 30 semester credits from an accredited college may be substituted for each year of required experience. However, all candidates must posses a four-year high school diploma or its educational equivalent and either 9 semester credits
  
  

in mathematics, statistics, accounting and/or actuarial science from an accredited college or one year of experience as described in “2" above.

Preferred Skills

• Knowledge and experience with Customer/Member Service is a must - Knowledge and experience with Automatic Call Distribution System (ACD) - Experience quickly/efficiently responding to members' inquiries - Excellent problem solving and research skills - Knowledge of MS Word and MS Excel - Excellent organizational and time management skills - Good writing skills - Strong interpersonal skills
  
  

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

, $48,097.00 – $55,312.00