Customer Service Representative

Customer Service Representative

The Pointe - Westminster, CO 80234

Overview

Salary Range $25.48 - $30.77 Hourly Position Type Full Time Category Customer Service

Customer Service Representative

Job Summary

The Customer Service representative is responsible for answering inbound/outbound communications from Colorado PERA members, explaining detailed information regarding Colorado PERA's retirement plans, and other member benefits, such as healthcare programs. To perform the duties quickly and effectively, this position will access and explain member and benefit recipient account options and routine maintenance, website navigation, and secure online account access, including responding to other related topics important to Colorado PERA's members.

*** Spanish speaker preferred ***

***This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need. Once all in-person training is completed, there will be an option for a hybrid work-from-home schedule.

***The initial training period of this position will be based in both our Denver or Westminster offices depending on business need.

Ideal Candidate

Our ideal candidate is personable, reliable, articulate, professional, polite, and service-oriented, with a positive and flexible attitude. Prior experience in financial services and/or retirement plans is desirable. We are looking for a customer service professional with the ability to explain complex ideas in easily understood terms. Our ideal candidate can adjust their communication to each individual's needs and connect with a diverse range of people. You will use your unique skills to do important and meaningful work for the citizens of the State of Colorado.

Essential Duties and Responsibilities

Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations.

• Responding to member(s) or benefit recipient(s) questions or general inquiries, via telephone, email, or other communication methods.

• Identifies caller needs, research issues, and offers options and solutions in a professional manner.

• Understands, explains, and clarifies Colorado PERA services and processes.

• Understands and complies with both Colorado PERA policies and procedures and all applicable laws related to plan designs and benefits.

• Continually develops knowledge of Colorado PERA and the retirement industry.

• Participates in ongoing training and educational opportunities for professional development.

• Maintains regular and prompt attendance in the workplace.

Other Duties/Responsibilities

• Performs other duties as assigned

Job Qualifications

• High school diploma or equivalent education

• Bachelor's degree preferred

• Exceptional verbal and written communication skills in English, bi-lingual Spanish preferred

• Prior work experience in benefits, retirement plans, customer service or contact center functions, or equivalent combination of experience and post-secondary education desired

• Strong problem resolution, attention to detail, and interpersonal skills

• Ability to follow established policies and procedures

• Ability to comprehend and communicate complex retirement, benefits, and insurance information

• Open to and implements feedback and coaching

• High level of professionalism and ability to handle sensitive information confidentially

• Knowledge of and ability to navigate computer applications and related business software

• Ability to maintain quality, attendance, and efficiency standards in a contact center environment

• Ability to work productively and positively within a team environment

Conditions of Employment

This position requires the successful completion of a new hire training program. In addition, to be successful, this position requires regular attendance and minimal corrective action(s) being taken.

Working Conditions

• Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.

• Occasional moving and positioning of supplies in excess of 20 pounds

• All employees are expected to present themselves in a professional manner in alignment with the financial services industry

• Ability to sit for prolonged periods of time

• Ability to operate standard PC equipment

• Ability to handle stress associated with frequent deadlines and tight schedules

Hybrid Work Option

• Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy. Hybrid work schedule is subject to change as business needs change.

Qualifications

Interested candidates

Complete the employment application online at Please have copies of your resume and cover letter available to upload. Please review the following questions. You will be asked for detailed written responses to these questions as part of your application.

1. We are a unique contact center that offers exceptional service to our membership - a diverse group of active and retired public employees of Colorado. The information we convey can be complex, and therefore, high call quality is critical. We often hear from both members and employees that we stand out from other contact centers. What makes you stand out from other applicants?

2. This position requires focus and adaptability to an ever-changing work environment and priorities. Share two to three specific past experiences where you thrived in this setting.

3. How do you explain complicated information in a way most callers will be able to understand?

4. What is your level of proficiency in Spanish, both spoken and written?

You will be asked to complete a pre-employment skills assessment (takes approximately 20 minutes) upon submission of your application. A link for the assessment will be available to you (in your Paycom profile) if you are unable to complete it at the end of your application. The skills assessment must be completed to be considered for this position.

Job Description Disclaimer

This job description is not intended to cover or provide a comprehensive listing of activities, duties, or responsibilities required of an employee. Duties, responsibilities, and activities may change or be assigned with or without notice.

Unfortunately, at this time, PERA cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.

All Colorado PERA employees are subject to PERA's Ethics Policy and some employees are subject to the Personal Trading Policy. These policies include restrictions on outside business activities and employment and have certain requirements on personal trading. You may request copies of these policies from PERA's talent acquisition team and any questions can be answered by PERA's Investment Administration team.

Why Work at PERA

Colorado PERA offers more than a traditional pension career. We are a mission-driven organization with a growing focus on technology and modernization. Employees have the opportunity to do meaningful work with a real impact on over 700,000 members. From enhancing digital tools and member experiences to supporting major enterprise initiatives, employees are part of meaningful, future-focused work that blends public service with innovation. We take pride in our inclusive culture, career development opportunities, and our consistent recognition as a Top Workplace based on employee feedback. PERA is a place to connect, contribute, and be part of something bigger.

A Culture That Cares

At PERA, leveraging employee strengths and supporting strong engagement are the foundations of our culture. Employees are encouraged to grow through development opportunities and internal career movement, while also being part of an organization where people feel respected, informed, and included. Collaboration is encouraged across teams, allowing employees to learn from one another and contribute in ways that maximize their unique skills. We strive to foster an environment where employees can do their best work and feel supported by the people around them.

An Employer that Invests