General Summary :
Under the direction of a supervisor, member services, receive inquiries by telephone from members, benefit recipients, and others regarding STRS benefits and services. Respond promptly to inquiries by telephone with a high degree of accuracy while maintaining a high level of quality service.
Principal Duties and Responsibilities :
Respond by telephone to all inquiries regarding benefits and services in accordance with the Revised Code 3307, STRS Board rules and administrative policies. Calculate and explain values and benefits. Request appropriate documentation to enable internal departments to approve and acknowledge caller’s request.
Input and retrieve computer information necessary to respond to inquiries, including mainframe and other software applications.
Analyze inquiries, recommend solutions and refer difficult cases requiring research, correction and investigation to the (a) senior member services representative, (b) supervisor, member services, or (c) member services center manager.
Receive requests for brochures, booklets, specialized forms, and other documents; respond in an accurate and timely manner. Identify and request appropriate printed materials to meet callers needs. Accurately complete on-line specialized forms and document requests appropriately.
Maintain records and document information about calls as directed on various systems. Coordinate and complete successful transfer of call “ownership” to departments to ensure member satisfaction. Provide administrative support for the MemberServicesCenter to include returning calls routed to MemberServicesCenter, mailing printed materials and forms, ordering and maintaining supply inventory, processing returned mail, and distribution of updated literature impacting calls received.
Exercise and maintain current knowledge of benefit, legislative, and administrative changes, as well as current events including health care issues that impact STRS members.
Suggest and participate in implementing initiatives to improve MemberServiceCenter effectiveness and quality service. Work well as a team to solve problems and make decisions.
Correspond appropriately to routine written inquiries and requests received on the STRS Ohio website and via mail.
Build client loyalty and confidence: take proactive approach to meeting member’s needs. Establish “partner” relationships to help achieve goals. Do what is feasible and sensible to maintain callers’ goodwill.
Consistently meet the established quality and quantity service standards established for the MemberServicesCenter, which support the mission and vision of STRS.
Knowledge, Skills, and Abilities:
High school education required; additional college-level course work preferred
Two to three years experience in a telephone service environment preferred; STRS benefit experience preferred.
General knowledge and understanding of the Revised Code 3307, STRS Ohio Board rules and administrative guidelines.
Thorough knowledge and understanding of the STRS Health Care plans administration and related programs such as Medicare and Social Security.
General knowledge and understanding of current IRS regulations to include tax-deferred purchased service credit, 1099R, QEBA, W4-P and state tax administration, as well as the ability to explain exclusion ratios and rollover procedures.
Ability to accurately perform and explain various mathematical calculations. Ability to accurately record numeric and alphabetic information by hand or on a keyboard.
Ability to operate the Call Master III phone systems and other office equipment, such as a calculator, copier, personal computer and related software, and fax machine.
Excellent oral and written communication skills; interpersonal skills necessary to listen empathetically and deal effectively and courteously with all internal and external contacts.
Ability to exercise discretion to ensure confidentiality of information.
Present professional appearance and positive image of the organization; use pleasant tone of voice, professional telephone etiquette conveying courtesy, enthusiasm, and confidence. Ability to stay organized, calm and constructive when handling stressful situations. Demonstrate tolerance, appropriate demeanor, and patience with clients. Interact with others in a manner that shows genuine concern and respect for people.
Ability to adhere strictly to work and break schedules requiring cooperation and flexibility in working with other team members; some evenings are required.
Ability to maintain excellent record of attendance and punctuality.
The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of associates under supervision.
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