Client Services Representative (Pension and Health & Welfare)

Client Services Representative

Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.

The Client Services Representative is responsible for providing information, service and assistance related to Pension and Health & Welfare plans in a contact center environment taking inbound calls and working on client request via a variety of channels. The position is responsible for special tasks and projects as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides customer service assistance for situations regarding Pension and Health & Welfare plans. Responsible for maintaining high standards of quality in these interactions/transactions.
• Routinely suggests opportunities for improvement and supports the execution of such improvements.
• Accepts benefit plan inquiries from plan participants, retirees and beneficiaries as well as from other company and Diocesan personnel; resolves most questions and problems; refers only the most complex issues to a more senior member of the department; utilizes system(s) and other department resources to obtain necessary information to answer questions and provide information; documents all activity and maintains accurate records of all referrals.
• Accesses the system(s) in order to obtain necessary information to answer questions and provide information to customers and various company personnel. Ensure changes, correction, or other actions on the system are documented and records maintained.
• Responds to web mail inquiries within delegated authority.
• Initiates changes, corrections, or other actions in the system(s) within delegated authority.
• Prepares reports and other similar documents; ensures that information is fully researched and accurate.
• Develops effective working relationships with customers whether it be an external customer or an employee from another location or functional area.
• Aids other Client Service Representatives and department staff; performs other administrative and processing tasks as requested such as but not limited to sending correspondence, paperwork and forms to plan participants and sponsoring employers; assists in training new and/or temporary staff.
• Maintains effective working relationships with both internal and external clients.

QUALIFICATIONS

• Strong knowledge of Microsoft Excel and Word.
• Meet or exceed performance standards in both quality and efficiency.
• Intermediate computer skills.
• Ability to toggle between different applications simultaneously
• Excellent communication (both verbal and written), interpersonal, and organizational skills.
• Proven ability in judgment and handling angry/irate customers.
• Ability to expeditiously process quality transactions and provide follow-up as necessary.
• Ability to work as a team member and achieve team goals in a "client-focused" environment.
• Knowledge of organizational structures and functional responsibilities of an office.
• Experience with Pension and Health & Welfare benefits plans.
• Ability to explain complex information simply.

EDUCATION and/or EXPERIENCE

• AA or AS or a combination of education and experience.
• 2+ years' experience in a contact center environment, preferably in customer service
• Bilingual English/Spanish is a plus.

PHYSICAL DEMANDS:

• Extensive use of a computer keyboard is a demand of the position to perform the essential functions of this job successfully.

WORK ENVIRONMENT: Currently, hybrid work environment, which requires working in CPG's office Tuesdays through Thursdays and flexibility to work remotely on Mondays and Fridays. Church Pension Group employees must always maintain a professional, compassionate, and trustworthy work environment. Reasonable accommodations may be made to enable someone with a disability to perform the essential functions of the job within this environment.

Salary Range: $52,000 - $64,000

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Flexible Benefits available to eligible employees:

• Medical (including Vision)
• Dental

Core Benefits automatically provided to eligible employees:

• Employee Life Insurance
• Spouse and Dependent Life Insurance
• Accidental Death and Dismemberment (AD&D) Insurance
• Short-Term Disability (STD) coverage
• Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax)
• Business Travel Accident Insurance
• Worker's Compensation
• Employee Assistance Program
• Staff Retirement Plan
• Other Post-Retirement Benefits

Elective Benefits available to eligible employees:

• Flexible Spending Accounts (FSAs)
• Commuter Benefits
• New York's 529 College Savings Program (NY State residents)

Educational Assistance Program available to eligible employees

Parental Leave available to eligible employees

Time Off available to eligible employees: Vacation, Sick, Personal and Holidays

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas.

CPG is an equal opportunity employer. We are committed to fair hiring practices and do not discriminate against job applicants or employees based on any protected characteristics. We also celebrate diversity and are committed to creating an inclusive environment for all employees.