Contact Center Representative- Employer Services

Employer Contact Center Representative

The primary responsibility of the Employer Contact Center Representative is to act as liaison between IMRF and its participating IMRF employers to foster interactive, informed, and collaborative working relationships by providing excellent customer service. The customer service representative is primarily responsible for responding to incoming telephone calls and may also be responsible for responding to emails, and other omnichannel contact center services as assigned. The representative with generalist training and skills in IMRF procedures and laws will assist customers by providing answers and guidance regarding status on transactions in process, employer plan administration activities, status on transactions in progress, wage reporting, and other employee status information. These services must be delivered in an empathetic, courteous, professional, and expedient manner. The Contact Center Representative will be assigned to a specific office location for specific daily hours. Temporary and/or limited periods of remote work may be assigned based on IMRF determined needs.

Essential Duties and Responsibilities

• Respond by telephone to inquiries regarding employer processes, procedures, policies, and services in accordance with Article 7 of the Illinois Pension Code, and IMRF's administrative policies.
• Handle employer inquiries, on all Employer and Employer Financial Relations documents, procedures, and policies. This includes certain topics but not exclusively: employer rates, employer-auditing questions, and fraud prevention procedures. Questions on employer ERI Program, Accelerated Payments and exemption process, the employer processes and policies for Enrollment, Disability, and Termination. The filing and delinquency processes for Wage reports, wage adjustments, all types of employer payments and basic questions on employer documents. Basic knowledge on Horizon applications and functions.
• Identify caller's needs and respond in an accurate and timely manner. When necessary, research and resolve problems; investigate and assist in the correction of errors.
• Communicate effectively and efficiently. Provide excellent, high quality, customer service to employers.
• Maintain awareness of number of callers in queue on phones or other customer service delivery channels. When necessary, modify call processing or other service delivery channels to provide the highest level of service to all callers.
• Input and retrieve computer information necessary to respond to inquiries, including all line of business technology solutions or software.
• Maintain records and document call information as directed.
• Exercise and maintain current knowledge of regarding policies, procedures, legislative, and administrative changes, as well as events including issues that affect IMRF Employers and/ or Third-Party Providers.
• Maintain current knowledge of the operation of all other departments in IMRF, share best practices and facilitate inter-department knowledge sharing.
• Correspond appropriately to routine written inquiries and requests received via various customer service delivery channels on the internet, and via mail.
• Enroll Employers in workshops, webinars and TimeTap as requested.
• Maintain a work progress that meets the service goals established by the Employer Services Manager.
• Communicate areas of difficulty and problems with supervisor(s) and manager; communicate pending problems to appropriate IMRF staff.
• Adhere strictly to "LogOn" schedules
• Special projects and other related duties when assigned
• Foster a positive, team-centered culture in support of our Values and individual accountability.
• Support achievement of the organization's Journey of Excellence, Vision and Strategic Objectives.
• Demonstrate willingness and agility to learn and utilize new tools for Contact Center technologies as they are implemented.
• Provide administrative support to Employer Services Department as needed.
• Work with the Contact Center Analysts and Senior Contact Center Representative as needed for continuous process improvements.
• Other duties may be assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience Associate Degree plus 1 years of customer service or pension plan administration experience. (Preferred) OR Three years customer service experience.

Salary and Benefits

The expected annual salary range for this role is $53,369-$58,705. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees.

Other factors include the following benefits:

• Pension, death, and disability benefits as a member of IMRF
• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday-Friday. Ability to work one day remote, per week, after 1 year of hire.
• Paid vacation, paid sick, 12-13 paid holidays and 2 personal days
• Tuition reimbursement
• Business casual attire