Pension Services Customer Ops Sr Rep

Are you an experienced pension or financial services contact center professional who genuinely loves supporting retirees and navigating complex inquiries? A premier, nationally recognized financial services leader is seeking dedicated Customer Operations Senior Representatives to join its specialized Pension Risk Transfer (PRT) team for peak season.

In this high-impact, high-touch role, you will provide comprehensive, end-to-end service to retirees and beneficiaries. This is a high-volume phone environment where customer empathy, patience, and clear communication take center stage. Many of the individuals you assist are navigating important life transitions or benefit milestones, meaning your calm demeanor, active listening, and genuine care will make all the difference. If you thrive in a fast-paced setting where you manage both direct caller relationships and the administrative follow-through from start to finish, we want to hear from you.

salary: $23 - $24 per hour
shift: First
work hours: 7:30 AM - 4:45 PM
education: Bachelors

Responsibilities

• Deliver Compassionate Inbound Support: Handle a consistently high volume of inbound calls from retirees and beneficiaries, answering complex pension inquiries with exceptional patience, warmth, and professionalism.

• Drive End-to-End Resolution: Manage caller requests from initial contact through back-office processing, taking full ownership of each case to ensure seamless, accurate follow-through.

• Administer Pension Records & Updates: Process direct deposit setups, banking updates, address adjustments, tax withholding forms, and 1099-R tax document requests.

• Process Benefit Payments & Resolve Variances: Accurately execute routine and ad-hoc pension payment calculations, research discrepancies, and correct transaction issues in accordance with plan guidelines.

• Handle Sensitive Inquiries with Care: Compassionately guide families and executors through the death notification and benefit claims process, ensuring all documentation is handled respectfully and expediently.

• Multi-System Navigation: Work fluidly across multiple databases and administration systems while engaged in live calls, documenting all interactions accurately and thoroughly.

• Collaborate Across Teams: Partner with internal operations and compliance partners to troubleshoot edge cases and resolve escalated retiree concerns efficiently.

Skills

• Call Center (4 years of experience is required)
• Pension and Trusts (2 years of experience is preferred)
• Empathy
• Pension Benefits
• 1099
• Pension Payment Processing
• Critial Thinking
• Active Listening
• Interpersonal Sensitivity
• Benefits Administration
• Customer Relationship Management
• Call Center Systems (3 years of experience is required)

Qualifications

• Years of experience: 3 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.