Join the Central Pension Fund’s growing team of Customer Service Representatives! As a Customer Service Representative (CSR), you will support the Central Pension Fund (CPF) by communicating with stakeholders of the fund by phone including participants, beneficiaries, and employers. The Customer Services Representative (CSR) will represent CPF in a professional and courteous manner, demonstrate active listening, strong verbal and analytical skills, and support the common goal of providing accurate and timely information and support to all stakeholders. CSRs will meet or exceed the performance metrics of the Customer Service Department including quality of service, timeliness, accuracy of information, productivity, and contributing to the organization as is necessary to resolve stakeholder needs.
Key responsibilities
Customer Interaction:
- Answer Calls: Respond promptly and professionally to incoming calls from participants, retirees, and beneficiaries.
- Inquiries Handling: Address inquiries related to forms, documents, benefits, and the timelines of various processes.
- Problem Resolution: Investigate and resolve participant concerns, ensuring a positive experience.
- Service: Deliver excellent service with an eye toward first contact resolution in a professional and empathetic manner.
Information Management:
- Knowledge Base: Utilize tools to understand fund services, policies, and procedures to be able to explain where a participant is on their pension or retirement journey.
- Data Collection: Gather relevant information from callers to assess their needs accurately.
Communication Channels:
- Phone Communication: Communicate effectively with callers
via telephone, providing clear and concise information and utilizing active listening skills.
- Written Communication: Document interactions accurately and send relevant correspondence from the system.
Qualifications
- Education: College graduate with finance or business background or some college plus experience
- Experience: Three years prior customer service experience, preferably in a contact center or other client-facing position.
- Skills:
- Excellent oral communication skills
- Curiosity and a desire to learn
- Conversation management and de-escalation skills
- Attention to detail and accuracy
- Ability to navigate computer systems and databases
- Enthusiasm and ability to focus in a busy environment
- Experience with Microsoft Business suite programs
Work Environment
- Location – Washington DC: On-site, bus and metro accessible
- Hours: Typically, standard business hours, but may include evenings or weekends during peak periods.
- Benefits: Comprehensive medical and dental for employees and dependents, vacation, paid holidays, earned sick leave and a defined benefit pension plan after five years of vesting.
- Competitive Salary - $55,000 - $60,000 per year
Please apply through Indeed.
