Apply on

Full Job Description

The Service Representative reports to the Plan Services Lead and provides an excellent and distinctive service experience as a part of the Plan Operations Team. The Service Representative responds to phone, email, and secure benefits portal inquiries. This individual researches, interprets, and shares comprehensive Benefits Plan information with members, processes transactions using expertise, tools, and technology and provides technical support for the secure benefits portal to help members make informed decisions about benefits, ensuring plan members can fully utilize the benefits, programs, and services available to them. The Service Representative also provides assistance with Employer Agreements, ensures compliance with procedures, and demonstrates sensitivity to members while maintaining quality and production standards. This individual interacts collaboratively and effectively with other teams and escalates complex requests and questions to specialized support staff as needed.

The Ideal Candidate Possesses 

a bachelor’s degree;
more than 3 years of experience in customer service, employee benefits administration preferred;
exceptional customer service and a high level of creativity, enthusiasm and strong inter-personal skills;
proficiency with typing and customer care technologies, Salesforce preferred;
exceptional listening, oral, written and interpersonal skills;
a desire to work in a call center setting;
a willingness to work overtime or modified hours when required; and
the ability to effectively work remotely, utilizing an uninterrupted internet connection.

The Ideal Candidate Strongly Desires to Serve the Board of Pensions with an ability to

keep current with plan, program, and administrative changes, demonstrating a high level of knowledge and awareness to plan members;
understand the needs of members to respond with professionalism and compassion;
problem solve, critically think demonstrate effective time management; interpret and effectively communicate comprehensive benefits information, making every service interaction a personalized and seamless experience;
take initiative to deliver service within a highly motivated, fast-paced, results driven environment requiring quick turnaround and quality output;
thoroughly understand the Benefits Plan of the Presbyterian Church (U.S.A.), the church polity, and the nature and expectations of our plan members; and
serve all members of the Benefits Plan of the Presbyterian Church (U.S.A.)

Apply on