Customer Service Representative

Summary

**JOB SUMMARY:** The Participant Services Counselor (customer service representative) is primarily responsible for answering incoming calls and providing issue resolution and high quality customer service support to participants/members and other callers. The Participant Services Counselor also supports cross\-departmental clerical functions, including work orders, system updates, and other administrative functions related to providing service to participants. **JOB RESPONSIBILITIES:** Responsible for telephone consultations with participants/members to explain retirement benefits under the Fund. Participant consultations include: * Answering participant inquiries * Verifying eligibility for retirement benefits * Communicating benefit plan features, rules and procedures * Inputting new and updated participant information in computer systems * Reviewing participant applications and forms for completion and accuracy * Drafting professional written correspondence to members, via letters and emails * Recommending corrections/adjustments to address participant issues and implementing, as needed Additional Duties Include: * Responds to email and voicemail inquires * Process annual declaration forms * Calculate pension projections * Liaise with all internal departments, SAG\-AFTRA National and Local offices * Provide administrative support to other departments; clerical duties include departmental filing, mailing, typing and other administrative duties as needed * Other duties as assigned by management **JOB REQUIREMENTS:** * High school diploma required. Associate's/Bachelor's degree or equivalent work experience strongly preferred. * Excellent communication, customer service focus and phone etiquette skills a must * Demonstrated high quality customer service/call center experience required, patience, focus on service and one\-call resolution * Self\-motivated and willing to work proactively to resolve issues, strong follow\-through * Team player \- Flexible, cooperative attitude and reliability is essential * Ability to effectively master and recall plan information, policies and procedures with accuracy and consistency * Strong computer skills\- MS Suite, Outlook, ability to effectively navigate proprietary systems and screens to locate relevant information. * Retirement services / pension background is a plus. **ADDITIONAL:** * Hybrid role: Must be local to NYC metro area. Required 1\+ day in\-office per week. * Must have confidential area for remote work. Remote work restricted to primary residence only. * Authorization to work in the US is required. This position is not eligible for any form of Visa Sponsorship (H\-1, OPT, etc.) AFTRA Retirement Fund provides a comprehensive set of benefits and promotes a culture of work\-life balance. This position offers a hybrid mix of in\-office and remote work. COVID\-19 vaccination is required. AFTRA Retirement Fund values diversity and is an equal opportunity employer.