Contact Center Representative

Job DescriptionSince 1917, Teachers’ Retirement System of the City of New York (TRS) has been building better tomorrows for the educators of New York City. TRS serves over 215,000 members with a mission to provide them retirement, disability, and death benefit services.TRS offers members a Tax-Deferred Annuity (TDA) Program to supplement their benefits under the Qualified Pension Plan (Defined Benefit). This Program is an optional defined contribution investment plan open to all TRS members. Established in 1970, the TDA Program is a Section 403(b) plan under the Internal Revenue Code (IRC). TRS offers multiple investment options to plan participants. The TDA Program is overseen by a Board of Trustees, comprised of City and TRS member representatives. The Contact Center Representative is responsible for providing exceptional customer experience and solutions to active and inactive members, retirees, and beneficiaries. The successful candidate is highly motivated and will go the extra mile’ to provide high-quality service. Under the direction of the Contact Center Manager, the duties and responsibilities include, but are not limited to, the following: -Answer all service center calls and respond to members' questions while providing exceptional service across all communication channels (telephone, email, chat).-Comprehend and review details of existing/historical data regarding inquiry in system to provide members with necessary information.-Respond and resolve all member inquiries and requests on first contact to avoid follow-up and other assistance.-Research and examine all relevant information to assess validity of concern, determine possible causes and resolutions.-Manage difficult and/or emotional customer situations, respond promptly to customer needs, and solicit customer feedback to improve service.-Work as an active member of the team to minimize customer hold time and reduce call-backs and escalations.-Utilize good judgment and possess the ability to handle highly confidential material and information.-Perform other duties as required.Qualifications

An associate degree or completion of 60 credits from an accredited college, including or supplemented by 9 credits in mathematics, statistics, accounting, and/or actuarial science; or

A four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience performing mathematical, statistical, actuarial or accounting computations in one or more of the following: a) a retirement or employee benefits plan; b) customer service in a financial

institution; and/or c) in a position requiring the application of laws, rules and regulations and the use of statistical, actuarial or similar tables; or

A satisfactory combination of education and/or experience equivalent to “1" or “2" above. College education may be substituted for experience in “2" above on the basis that 30 semester credits from an accredited college may be substituted for each year of required experience. However, all candidates must posses a four-year high school diploma or its educational equivalent and either 9 semester credits

in mathematics, statistics, accounting and/or actuarial science from an accredited college or one year of experience as described in “2" above.Additional InformationThe City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.