Customer Service Representative at Colorado Public Employees' Retirement Association in Denver, Colorado

Job Description:

Hello!

Unleash your potential by joining our team as a Customer Service Representative. At PERA, you can support those who have supported you whether it’s a favorite teacher, the snowplow driver that cleared winter roads or the state trooper who let you off with a warning. Chances are these people who make a difference are PERA members and you can make a difference to those who have helped you.

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 recipients account options and routine maintenance, website navigation, and online secure account access, including responding to other related topics important to Colorado PERA's members.

***The initial training period of this position will be based 100% in either our Denver or Westminster offices depending on business need. Once new hire status has been lifted, there will be an option for a hybrid schedule, with some days in the office and some work from home.

IDEAL CANDIDATE

Our ideal candidate is personable, reliable, articulate 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 take complex ideas and explain them into easily understood terms. Our ideal candidate has the ability to adjust their communication delivery 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 State of Colorado citizens.

ESSENTIAL FUNCTIONS

• Responding to member(s) or benefit recipient(s) questions or general inquiries, via telephone, emails 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.


• Performs other duties as assigned.

QUALIFICATIONS

• High school diploma or education equivalent


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


• Strong problem resolution, communication and interpersonal skills


• Ability to follow established policies and procedures


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


• Ability to maintain quality, attendance and efficiency standards in a call center environment and navigate computer software programs


• Ability to work productively 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

• Applicants must be available to work any shift assigned between the business hours of 7:00am and 5:30pm Monday through Friday


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


• Occasional lifting, moving, or carrying materials or equipment in excess of 20 pounds


• Frequent long periods of sitting at a desk area

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.
  

JOB DESCRIPTION DISCLAIMER:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of an employee. Duties, responsibilities, and activities may change or new ones may be assigned with or without notice.

Unfortunately, at this time, we 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.

INTERESTED CANDIDATES

Complete the employment application online at www.copera.org/careers. 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 this questions as part of your application.

1. We are a unique call 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 hear often from both members and employees that we stand out from other call 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 some specific past experiences where you thrived in this setting.


3. When you are learning a new position and conveying complex information to a caller, how do you know the difference between what you think you know and what you are sure you know?

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.

ABOUT COLORADO PERA

Looking for a career where you can make a difference? Colorado PERA offers benefit services to public employees across Colorado, including teachers, state troopers, snowplow drivers, correctional officers and many others who provide valuable services. As Colorado’s largest pension plan, we serve and educate over 600,000 members who are former and current public employees. 

At PERA you will earn more than a paycheck. PERA is a culture where you can grow your potential and work in an inclusive environment, where diverse perspectives are valued. We hire exceptional employees and recognize that our people are our best asset. Not only do we make sound investments for our members, PERA invests in our employees’ growth through training and leadership opportunities.

To promote wellbeing, we offer hybrid or flexible working options for most roles and a total rewards and benefit program including health, dental and vision coverage - eligibility starts the first day of the month following the date of hire for most plans; generous paid time off and volunteer hours; pension and retirement plans, including PERA’s defined benefit plan, 457 defined contribution plan, and 401(k) employer match, as applicable; tuition assistance; free, convenient on-site parking or RTD subsidy; free on-site fitness center to stay active; employee assistance program; training, leadership and mentoring programs and more. PERA is a Public Service Loan Forgiveness qualifying employer.

To learn more about life at PERA, watch this video or visit www.copera.org/careers.

Position Title: Customer Service Representative
Division: Customer Service
Reports to: Customer Service Team Manager
Job Status: Non-exempt, Hourly, Full-Time
Starting Salary: $25.00 - $30.00 per hour, commensurate with experience
Posting Dates: 1/3/2025 - 1/19/2025

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