Participant Service Representative I

**POSITION SUMMARY:** The Participant Services Representative I is a trainee position in the call center. Under close supervision, you will complete a 12-month training program to learn pension plan provisions, database systems, and customer service procedures. This position focuses on routine participant inquiries using established scripts and procedures. Complex matters requiring plan interpretation or specialized knowledge are transferred to the appropriate analyst. **CORE RESPONSIBILITIES:** • Complete required orientation and training modules covering pension plan provisions. • Learn database system navigation, data entry, and information retrieval. • Answer telephone calls, emails, and other inquiries from participants. • Respond to general inquiries regarding application and payment status. • Provide basic eligibility and vesting information using established scripts. • Process form requests and provide guidance on completing standard forms. • Update participant address, demographic, and direct deposit information. • Respond to contribution history inquiries. • Document all interactions accurately in the database system. • Resolve routine participant inquiries; transfer complex matters to senior staff or analysts as appropriate. • Transfer complex matters (QDROs, disability, appeals, benefit calculations) to analysts. • Assist with special projects as assigned **SKILLS AND QUALIFICATIONS** • High school diploma or equivalent required; associate degree preferred. • One (1) year of customer service experience required. • Call center experience preferred. • Excellent verbal and written communication skills. • Professional telephone manner and active listening abilities. • Proficiency with Microsoft Office applications. • Ability to learn database systems and pension plan provisions. • Strong attention to detail and accuracy. • Ability to handle a high volume of calls in a fast-paced environment. • Must have a professional and positive attitude with a customer service focused approach.